Complement a paused process with an optional action to allow case workers to
accomplish related work while they wait for a process to resume.
For example, a
customer service representative who processes a job application can review and update personal
details of a job applicant before other child cases, such as collecting required documents,
reach a resolution.
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In the navigation pane of Dev Studio, click Case types, and then click the
case type that you want to open.
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In the Case life cycle section, open a process that contains a
Wait shape by clicking Configure process.
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In the flow diagram, double click the Wait shape.
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In the Details section, select the Users can choose to
continue process check box.
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In the Local action permitted for end user section, in the
Select local flow action field, press the Down arrow key, and
then select an action that you want to add.
- Optional:
To add more local actions, click Add local action, and then
repeat step 5.
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In the Advanced wait options section, in the Assigned
to work queue field, press the Down arrow key, and then select a work queue
that your team can access.
If you do not provide a work queue, your application routes the assignment for the
optional action to an internal work queue, which is not associated with a team.
- Optional:
To select a section that displays the action, in the Harness
name field, press the Down arrow key, and then select a section that you
want to use.
- Optional:
To change the message that is displayed when a user opens the assignment for the
optional task, press the Down arrow key in the Instructions field,
and then select a field value.
- Optional:
To assign a service-level agreement to the action, in the Service
level field, press the Down arrow key in the
Instructions field, and then select a service-level agreement
rule.
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Click Submit.
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Click Save.
Result: When a case reaches the Wait step in the life cycle, users can
perform the optional task or manually resume the process.