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 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. 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.

When a supporting process runs, it is inserted as a step in the current stage of the case.