Pausing and resuming processes in cases

For greater flexibility and improved case resolution, pause and resume processes when a case meets conditions that you define. When you create dependencies between your cases, the ability to pause processes can facilitate the resolution of complex cases that require other processes to end. For example, you can create a parent case that describes a hiring process of a job candidate, and then create child cases that represent running a background check and collecting all of the required documents. You can configure the parent case to pause until a case worker resolves all of the child cases or any of the child cases.
  1. Add a Wait shape to the life cycle of your case:
    1. In the navigation pane of Dev Studio, click Case types, and then click the case type that you want to open.
    2. In a stage in which you want to add a Wait shape, click Step > More > Automations > Wait, and then click Select.
  2. Define the conditions for resuming the process:
    Choices Actions
    Wait until all child cases reach resolution
    1. In the Wait type list, select Case dependency.
    2. Select the Wait for all child cases to be resolved check box.
    Wait until one or all child cases reach resolution
    1. In the Wait type list, select Case dependency.
    2. In the Wait for (Case type) lists, define how many of the selected case types need to reach resolution before the process resumes.
    3. Click To be resolved.
      Note: A case reaches resolution when its case status starts with the word "Resolved".
    4. Optional: To consider statuses only after the case reaches the Wait shape, select the Consider status after wait begins check box.
    5. If the case type has more than one parent in your case type hierarchy, in the Scope list select an option that identifies all the instances on which you want the process to wait.
      Tip: To select a case type that is not a current case, a parent case, or a top-level case, in the Scope list select Other, and then in the Class field enter the class that defines the case type.
    Wait until one or all child cases reach a specific status
    1. In the Wait type list, select Case dependency.
    2. In the Wait for (Case type) lists, define how many of the selected case types need to reach a certain status before the process resumes.
    3. Click To reach status.
    4. In the To reach status field, press the Down arrow key, and then select a status value.
    5. Optional: To consider statuses only after the case reaches the Wait shape, select the Consider status after wait begins check box.
    6. If the case type has more than one parent in your case type hierarchy, in the Scope list select an option that identifies all the instances on which you want the process to wait.
      Tip: To select a case type that is not a current case, a parent case, or a top-level case, in the Scope list select Other, and then in the Class field enter the class that defines the case type.
    Wait until a set amount of time passes
    1. In the Wait type list, select Timer.
    2. Click Set date/time interval.
    3. Enter integers in one or more of the fields that appear, based on the interval of time that you want the process to wait.
    Wait until a specific date or time
    1. In the Wait type list, select Timer.
    2. Click Reference date/time.
    3. In the Date/Time field, select a property that stores the date and time when you want the process to resume, or click the Build an expression icon next to the field to build an expression that returns a date and time.
      Ensure that you select a property that references the date and time in the future.
  3. Optional: To allow case workers to cancel the wait conditions and continue processing a case, select Users can choose to continue process.
  4. Click Save.