Defining local actions for a case type

You can define flow actions that users can perform 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 navigation panel, click Case types, and then click the name of a case type.
  2. On the Workflow tab, click Optional actions.
  3. In the Case wide actions section, click + Action.
  4. To create a new local action, click Collect information, and then replace the default label for the action with an action name.
  5. To reuse an existing local action, click More > User actions, and then select one of the following actions:
    • Adjust goal and deadline — Changes the goal and deadline for the current step of a case.

    • Transfer — Reassigns the current assignment to a user or shared work queue.

    • Edit details — Updates case information that was collected from steps in each stage of a case.

    • Create tasks — Adds tasks to the worklist of a user.

    • Change stage — Moves the case to another stage in the life cycle.

      When you select this option, open assignments are not resolved.

    Note: Local flow actions do not move a case closer to resolution.
  6. Click Save.

At run time, local actions are displayed in the header of a case.