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Displaying supporting processes conditionally
To save time during case processing, ensure that users, such as customer service representatives (CSRs), see only the actions that are relevant to a case by defining conditions for displaying supporting processes.
For example, a CSR might need to resolve a supporting process only when the case is blocked, to provide more details to bring the case closer to resolution.- In the navigation pane of App Studio, click Case types, and then click the case type that you want to open.
- In the Case life cycle section, click Optional actions.
- Click a supporting process, which is a sequence of steps in either the
Case wide actions section or the
Stage-only actions section.If you select a process in the Case wide actions section, CSRs can see the process at any point in the case. If you select the process in the Stage-only actions section, CSRs can process the action when a case enters a particular stage.
- In the Process properties panel, define the conditions for
displaying the supporting process:
Choices Actions Always display the process In the Visible list, select Always. Create a custom condition for displaying the process - In the Visible list, select Custom condition.
- Next to the list, click the Configure condition icon.
- In the Configure condition window,
select a condition, a comparator, and a value to compare
with the condition.
For example: Case status is equal to New - Optional: To define more conditions, click the Add row icon, and then repeat substep 4.c.
- Optional: To group the conditions, select comparators from the
list.
For example: To make only one condition compulsory, from the list, select OR. - Optional: To reuse the condition in the future, click .
- Click Submit.
Use an existing condition for displaying the process - In the Visible list, select Existing condition.
- In the list of conditions, select a value.
- Click Save.
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