Defining supporting processes for a case type

You can define supporting processes that users can run while a case is in any stage or step of the life cycle. By allowing users to choose when additional processing is needed, you can support out-of-sequence events in a case.

1. In the Explorer panel, click Case types, and then click the case type that you want to open.
2. On the Workflow tab, click Optional actions.
3. In the Case wide actions section, click +Action.
4. In the palette that is displayed, do either of the following:

   • If you want to add a new process, click Process.

   • If you want to select an existing process, click More, and then click Processes and select a process from the list that is displayed. The steps in the process are listed.

5. Replace the default label for the process with a name that describes the purpose of the process.
6. Select one or more methods for running the flow:
   Tip: Select at least one check box. Otherwise, the flow is listed as a supporting process but never runs.

   • Select the Manually start check box to allow users to run the flow in any stage in the life cycle of a case.

     You can optionally enter a when condition in the field that is displayed to control when the flow name is displayed in the actions menu of a case.

   • Select the Automatically start when this case starts check box to start the flow when a case is created.

     You can optionally enter a when condition in the field that is displayed to control when the flow runs.

7. Optional: Add steps to your process to define tasks that users can perform when they choose to run the process.
   1. Click + Step.
   2. Click a step type from the palette that is displayed, and replace the default text with a step name.
8. Click Save.