Case-type settings

Case-type settings control the behavior of a case. By using different types of settings, such as data propagation, validation, or locking strategies, you can add functionality to your case type that supplements the life cycle of a case.

Categories of case-type settings

You can configure one or more categories of case-type settings. The structure of your case-type hierarchy determines whether a category is available for you to configure.

The following categories are supported by all case types:

  • General — Simple, on-off properties or items with basic configuration, such as the icon that identifies instances of a case type.

  • Actions — Actions that you can take while a case is in any stage or step.

    These actions do not move a case closer to resolution, similar to supporting processes.

  • Attachment categories — Business classifications for attachments that support access control.

  • Case-wide supporting processes — Flows that you can run while a case is in any stage or step.

  • Goal & deadline — Suggested and required resolution times for a case.

    Resolution time can be relative to the time that a case, its parent, or its top-level case is started.

  • Integration — Code that interacts with a case from external applications.

  • Locking — Strategies for managing concurrent access to a case.

  • Notifications — Email and push notifications.

  • Parties — Case participants and their associated roles.

  • Specialization — Variations of this case type.

    Only circumstance versions that are based on single-value properties are supported.

  • Track duplicates — Logic that finds cases that are similar to the current case.

  • Validation — Criteria that must be met before a case is created or saved.

The following categories are supported by parent case types:

  • Calculations — Computations that aggregate information from all child cases.

    This category is available when you open the base version of a parent case type.

  • Data propagation — Information that is copied from a parent case to child cases.

  • Email instantiation — An email account that automates case creation.

    This category is available for top-level case types only.

The following categories are supported by child case types:

  • Instantiation — Methods for creating child cases at run time.