• • All mandatory information is set:
    • Name
    • Alternative code
    • Entity
    • At least one Trigger is set
    • At least one Action is set
      • If the workflow rule is effective then at least one update action or any other action using an effective definition should be set
  • If Applicable Entity Types are defined, then the selected Types must be are related to the rule's Entity.

• All mandatory information is set:
  • Name
  • Alternative code
  • Entity
  • At least one Trigger is set
    
  • At least one Action is set
    • If the workflow rule is effective then at least one update action or any other action using an effective definition should be set
• If Applicable Entity Types are defined, then the selected Types must be are related to the rule's Entity.

• The system throws a warning that the Approval definition is used by specific workflows and confirmation is required for setting it to Not Effective

The Workflow Rule's Name. Each Workflow Rule name should be unique

The Alternative Code of the Workflow Rule. The Alternative Code is mandatory so if none is define its value will default to the first letter of the Workflow Rule's name

A Description of the Workflow Rule

The life cycle state of the Workflow Rule which can either be Effective or Not Effective. Only effective workflow rules are applicable

The Entity for which the Workflow Rule is applied. Each Workflow Rule must be related to one and only one Entity and this related is defined at the Entity Type.

The Type of the Entities for which the Workflow Rule will be triggered, evaluated and applied. The Entity of the Workflow Rule defines which Entity Types will be available for selection. Multiple Entity Types can be defined

Defines the ordering of the Workflow Rule's actions. The Workflow Rule's actions are categorized as Updates and various Actions, so the Processing order defines whether the entity which triggers the rule will at first be updated and then actions will be performed based on its updated information or the other way around. The available options are:

• Updates first and then any other actions.
• Any other actions and then updates

A priority of the rule in case that multiple rules are applied on each entity. The available values are Low, Medium, High.

A list of events that will be triggering the workflow rule. Multiple triggers can be selected. The triggers should include the following:

• On Create
• On Update
• Through Web API

A set of Conditions that should be fulfilled in order to apply the Workflow Rule. Multiple Conditions can exist per Workflow Rule. The Workflow Rule's Conditions are met either when at least one of the Conditions is met or if all Conditions are met and this option is available when setting up the conditions. Conditions always refer to the information of the entity related to the Workflow Rule. Each Condition might include more than one fields of the related entity and at least one of them should be bet in order for the condition to be met. Each Condition also has a specific type that indicates how the entity's information will  be evaluated.

The Conditions include:

• Who performs the update: One or more of the following options can be selected. If Specific User or Specific Unit is selected, then a specific User or Unit must also be defined.
• A specific field changes: One or more of the following options can be selected. The Condition is met if at least one of the defined entity fields has been updated to any value either during the entity's creation or on update.
• When a field contains a specific value: One or more of the following options can be selected. The Condition is met if at least one of the defined entity fields has a specific value at the time that the Condition is evaluated. The entity field is not necessarily updated before the rule was triggered. The Condition is evaluated as long as a specific value is defined per entity field.
• When a field changes from a specific value to a specific value: One or more of the following options can be selected. The Condition is met if at least one of the entity fields had a specific value prior the entity's update and the field was updated to another specific value after the entity's update. At least one of the two specific values should be specified per Condition, i.e. either the initial or the new specific value

  Each Entity Type has different  Workflow Rule Conditions described in the tables below

A set of Actions that should be applied according to the Workflow Rule but only as long as the Conditions are met. Multiple Actions can exist per Workflow Rule and all of them will be applied if the Conditions are met. The Workflow Rule's Processing Order setting defines the order in which the Actions will be applied. The Workflow Rule Actions include the following:

• Updates information of the entity for which the Workflow Rule is applied. The information that can be updated should be different based on the entity and should include the following

• Schedule Activities: Creates an activity and relates it with the entity itself or with the master entity
• Send Communication: Sends a communication to the customer related with the entity
• Send Alerts: Sends alerts to the users. Existing or new alerts can be used
• Trigger Webhooks: Triggers Webhooks. Existing or new webhooks can be used
• Request Approvals: Sets the approval settings. Existing or new approvals can be used

  Each Entity Type has different  Workflow Rule Actions described in the tables below

Defines a set of Users or Units which either created new or modify an existing Activity. More than one options can be selected. If more than one options are defined then at least one of them should be met.  The available Condition options are:

• Assign to User
• Assign to Unit
• Created by User
• Created by Unit
• Specific User
• Specific Unit

Defines how specific Activity fields should be updated and the new value that should be assigned to them as the result of successfully applying a Workflow Rule. Multiple fields can be selected to be updated within the set of actions of the same Workflow Rule, but only as long as they are not conflicting. The available fields to be updated are the following:

• • Status
  • Category
  • Assign to User
    
• Assign to Unit
• Owned by Group
• Privacy Level
• Key Dates
  • Estimated Completion Time
    
• User Defined Fields
  

Defines a set of Activity fields for which the Condition is met if their value changes (change to any value). More than one fields can be selected. If more than one fields are defined, then at least one of them must change in order for the Condition to be met. The available fields are: 

• Status
• Life Cycle State
• Category
• Assign to User
• Assign to Unit
• Owned by Group
• Privacy Level
• Start Date
• Estimated Completion Time
• Estimated Completion Date

Sends alerts to the users. Existing or new alert definitions related with activities can be used

Note that both effective and not effective definitions can be selected

• • Status
    colour Green title Available from CRM.COM R10.0.0

    
    
    • Specific User: User can specify a specific user that the entity will be assigned to. In such cases the assigned to user's default unit will be automatically applied to the entity.
    • Logged in User: The entity will automatically be assigned to the logged in user and the user's default unit. 
  • Assign to Unit
    

    Status
    colour Green title Available from CRM.COM R10.0.0

    
    
    • Specific Unit: User can specify a specific unit that the entity will be assigned to.
    • Logged In User's Unit: The entity will automatically be assigned to the logged in user's default unit.
  • Owned by Group
  • Privacy Level
  • Key Dates
    • Estimated Completion Time
      
  • User Defined Fields
    

Defines a set of Activity fields for which the Condition is met if their value changes (change to any value). More than one fields can be selected. If more than one fields are defined, then at least one of them should be evaluated to true must change in order for the Condition to be met. The available fields are:

• Status
• Life Cycle State
• Category
• Assign to User
• Assign to Unit
• Owned by Group
• Privacy Level

• Start Date
• Estimated Completion Time
• Estimated Completion Date

Sends alerts to the users. Existing or new webhook alert definitions related with activities can be used

Note that both effective and not effective definitions can be selected

Defines a specific value that

specific field should

have

when the Condition is to be evaluated. Only one value per field is allowed to be defined. Multiple fields along with their values can be defined within the same set of Conditions. If more than one fields are defined, then at least one of them should be evaluated to true in order for the Condition to be met. The available fields are:

• Type
   
• Status
• Life Cycle State
• Category
• Assign to User
• Assign to Unit
• Owned by Group
• Privacy Level

Triggers Webhooks. Existing or new approval webhook definitions related with activities can be used

Note that both effective and not effective definitions can be selected

• Status
• Life Cycle State
• Category
• Assign to User
• Assign to Unit
• Created Owned by User
• Created by Unit
• Specific User
• Specific Unit

Defines how specific Service Request fields should be updated and the new value that should be assigned to them as the result of successfully applying a Workflow Rule. Multiple fields can be selected to be updated within the set of actions of the same Workflow Rule, but only as long as they are not conflicting. The available fields to be updated are the following:

• • Status
  • Category
  • Assign to User
  • Assign to Unit
  • Owned by Group
  • Privacy Level
    
  • Key Dates
    • Estimated Completion Time
      
  • User Defined Fields
    

• Group
• Privacy Level

Sets the approval settings. Existing or new approval definitions related with activities can be used

Note that both effective and not effective definitions can be selected

Defines a set of Users or Units which either created a new or modified an existing Job. More than one options can be selected. If more than one fields options are defined , then at least one of them must change in order for the Condition to should be met.  The available fields Condition options are:  

• Status
• Life Cycle State
• Category
• Billing Term Scheme
• Price Plan
• Agreement Date
• Job Address
• Requested Physical Goods
• Expenses
  
• Assign to User
• Assign to Unit
• Owned by Group
• Privacy Level
• Start Date
• Estimated Completion Time
• Estimated Completion Date

Sends alerts to the users. Existing or new alert definitions related with jobs can be used

Note that both effective and not effective definitions can be selected

Defines a specific value that specific field should have when the Condition is to be evaluated. Only one value per field is allowed to be defined. Multiple fields along with their values can be defined within the same set of Conditions. If more than one fields are defined, then at least one of them should be evaluated to true in order for the Condition to be met. The available fields are:

• Type
• Status
• Life Cycle State
• Category
• Billing Term Scheme
• Price Plan
• Assign to User
• Assign to Unit
• Owned by Group
• Privacy Level

Triggers Webhooks. Existing or new webhook definitions related with jobs can be used

Note that both effective and not effective definitions can be selected

• Assign to User
• Assign to Unit
• Created by User
• Created by Unit
• Specific User
• Specific Unit

Defines how specific Service Request fields should be updated and the new value that should be assigned to them as the result of successfully applying a Workflow Rule. Multiple fields can be selected to be updated within the set of actions of the same Workflow Rule, but only as long as they are not conflicting. The available fields to be updated are the following:

Defines a set of Users or Units which either created a new or modified an existing Service Request. More than one options can be selected. If more than one options are defined then at least one of them should be met.  The available Condition options are:

• Assign to User
• Assign to Unit
• Created by User
• Created by Unit
• Responded by User
  
• Specific User
• Specific Unit
• Temporarily Resolved By User
• Finally Resolved By User

Defines how specific Service Request fields should be updated and the new value that should be assigned to them as the result of successfully applying a Workflow Rule. Multiple fields can be selected to be updated within the set of actions of the same Workflow Rule, but only as long as they are not conflicting. The available fields to be updated are the following:

• Status
• Category
• Impact Level
• Urgency Level
• Priority Level 
• Response Category
• Responded by User
• Response Date
• Temporarily Resolved By User
• Temporary Resolution Date
• Temporary Resolution Category
• Finally Resolved By User
• Final Resolution Date
• Final Resolution Category
  
• Assign to User
Assign to Unit
• • Status
  • Category
  • Assign to User
    

    Status
    colour Green title Available from CRM.COM R10.0.0

    
    
    • Specific User: User can specify a specific user that the entity will be assigned to. In such cases the assigned to user's default unit will be automatically applied to the entity.
    • Logged in User: The entity will automatically be assigned to the logged in user and the user's default unit. 
  • Assign to Unit
    

    Status
    colour Green title Available from CRM.COM R10.0.0

    
    
    • Specific Unit: User can specify a specific unit that the entity will be assigned to.
    • Logged In User's Unit: The entity will automatically be assigned to the logged in user's default unit.
  • Owned by Group
  • Privacy Level
    

Sets the approval settings. Existing or new approval definitions related with jobs can be used

Note that both effective and not effective definitions can be selected

Schedule Activities to be performed for the entity which triggers the Workflow Rule by setting up the Activity Types of the Activities that will be scheduled. Multiple Activity Types can be configured.

For the automatic activity scheduling you must also configure activity assignments in Creating Automatic Collaboration Rules (ACR) as the assignment will be automatically done.

• • Key Dates
    • Estimated Completion Time
      
  • User Defined Fields
    

Defines a set of Job fields for which the Condition is met if their value changes (change to any value). More than one fields can be selected. If more than one fields are defined, then at least one of them must change in order for the Condition to be met. The available fields are:  

• Status
• Life Cycle State
• Category
• Billing Term Scheme
• Price Plan
• Agreement Date
• Job Address
• Requested Physical Goods
• Expenses
  
• Assign to User
• Assign to Unit
• Owned by Group
• Privacy Level
• Start Date
• Estimated Completion Time
• Estimated Completion Date

Sends alerts to the users. Existing or new alert definitions related with jobs can be used

Note that both effective and not effective definitions can be selected

Defines a specific value that specific field should have when the Condition is to be evaluated. Only one value per field is allowed to be defined. Multiple fields along with their values can be defined within the same set of Conditions. If more than one fields are defined, then at least one of them should be evaluated to true in order for the Condition to be met. The available fields are:

• Type
• Status
• Life Cycle State
• Category
• Billing Term Scheme
• Price Plan
• Assign to User
• Assign to Unit
• Owned by Group
• Privacy Level

Triggers Webhooks. Existing or new webhook definitions related with jobs can be used

Note that both effective and not effective definitions can be selected

• • Status
  • Life Cycle State
  • Category
  • Billing Term Scheme
  • Price Plan
    
  • Assign to User
  • Assign to Unit
  • Owned by Group
  • Privacy Level

Sets the approval settings. Existing or new approval definitions related with jobs can be used

Note that both effective and not effective definitions can be selected

Schedule Activities to be performed for the entity which triggers the Workflow Rule by setting up the Activity Types of the Activities that will be scheduled. Multiple Activity Types can be configured.

For the automatic activity scheduling you must also configure activity assignments in Creating Automatic Collaboration Rules (ACR) as the assignment will be automatically done.

Defines a set of Users or Units which either created a new or modified an existing Service Request. More than one options can be selected. If more than one options are defined then at least one of them should be met.  The available Condition options are:

• Assign to User
• Assign to Unit
• Created by User
• Created by Unit
• Responded by User
  
• Specific User
• Specific Unit
• Temporarily Resolved By User
• Finally Resolved By User

Defines how specific Service Request fields should be updated and the new value that should be assigned to them as the result of successfully applying a Workflow Rule. Multiple fields can be selected to be updated within the set of actions of the same Workflow Rule, but only as long as they are not conflicting. The available fields to be updated are the following:

• Status
• Category
• Impact Level
• Urgency Level
• Priority Level 
• Response Category
• Responded by User
• Response Date
• Temporarily Resolved By User
• Temporary Resolution Date
• Temporary Resolution Category
• Finally Resolved By User
• Final Resolution Date
• Final Resolution Category
  
• Assign to User
  

  Status
  colour Green title Available from CRM.COM R10.0.0

  
  
  • Specific User: User can specify a specific user that the entity will be assigned to. In such cases the assigned to user's default unit will be automatically applied to the entity.
  • Logged in User: The entity will automatically be assigned to the logged in user and the user's default unit. 
• Assign to Unit
  

  Status
  colour Green title Available from CRM.COM R10.0.0

  
  
  • Specific Unit: User can specify a specific unit that the entity will be assigned to.
  • Logged In User's Unit: The entity will automatically be assigned to the logged in user's default unit.
• Owned by Group
• Privacy Level
• Key Dates
  • Estimated Completion Time
    
• User Defined Fields

Defines a set of Service Request fields for which the Condition is met if their value changes (change to any value). More than one fields can be selected. If more than one fields are defined, then at least one of them must change in order for the Condition to be met. The available fields are:

• • Status
  • Life Cycle State
  • Category
  • Impact Level
  • Urgency Level
  • Priority Level
    
  • Assign to User
  • Assign to Unit
  • Responded by User
  • Response Category
  • Response Date
    
  • Owned by Group
  • Privacy Level
  • Start Date
  • Estimated Completion Time
  • Estimated Completion Date
  •  Outward Relations
  • Inward Relations
  • Temporarily Resolved By User
  • Temporary Resolution Date
  • Temporary Resolution Category
  • Finally Resolved By User
  • Final Resolution Date
  • Final Resolution Category
  • Accepted by contact
    
    

Sends alerts to the users. Existing or new alert definitions related with service requests  can be used

Note that both effective and not effective definitions can be selected

Defines a specific value that specific field should have when the Condition is to be evaluated. Only one value per field is allowed to be defined. Multiple fields along with their values can be defined within the same set of Conditions. If more than one fields are defined, then at least one of them should be evaluated to true in order for the Condition to be met. The available fields are:

• • Type
  • Status
  • Life Cycle State
  • Category
  • Impact Level
  • Urgency Level
  • Priority Level 
  • Response Category
  • Responded by User
  • Temporarily Resolved By User
  • Temporary Resolution Category 
  • Finally Resolved By User
  • Final Resolution Category
    
  • Assign to User
  • Assign to Unit
  • Owned by Group
  • Privacy Level

Triggers Webhooks. Existing or new webhook definitions related with Service Requests can be used

Note that both effective and not effective definitions can be selected

• • Status
  • Life Cycle State
  • Category
  • Impact Level
  • Urgency Level
  • Priority Level 
  • Response Category
  • Responded by User 
  • Temporarily Resolved By User
  • Temporary Resolution Category 
  • Finally Resolved By User
  • Final Resolution Category
    
  • Assign to User
  • Assign to Unit
  • Owned by Group
  • Privacy Level

Sets the approval settings. Existing or new approval definitions related with Service Requests can be used

Note that both effective and not effective definitions can be selected

Schedule Activities to be performed for the entity which triggers the Workflow Rule by setting up the Activity Types of the Activities that will be scheduled. Multiple Activity Types can be configured.

For the automatic activity scheduling you must also configure activity assignments in Creating Automatic Collaboration Rules (ACR) as the assignment will be automatically done.

Defines a set of Users or Units which either created a new or modified an existing Job. More than one options can be selected. If more than one options are defined then at least one of them should be met.  The available Condition options are:

• Created by User
• Created by Unit
• Specific User
• Specific Unit

Defines how specific Service Request fields should be updated and the new value that should be assigned to them as the result of successfully applying a Workflow Rule. Multiple fields can be selected to be updated within the set of actions of the same Workflow Rule, but only as long as they are not conflicting. The available fields to be updated are the following:

• Owned by Group
• Privacy Level
  
• User Defined Fields
  

Defines a set of Subscription fields for which the Condition is met if their value changes (change to any value). More than one fields can be selected. If more than one fields are defined, then at least one of them must change in order for the Condition to be met. The available fields are:  

• Life Cycle State
• Contact Information
• Accounts Receivable
• Subscription Address
• Billing Terms
  
  • Price Plan
  • Agreement Date
  • Binding Period
  • Binding Period Start Date
  • Binding Period End Date
    
• Owned by Group
• Privacy Level
  
•  New services
• Services Activated
• Services Deactivated
• Services Cancelled

Sends alerts to the users. Existing or new alert definitions related with subscriptions can be used

Note that both effective and not effective definitions can be selected

Defines a specific value that specific field should have when the Condition is to be evaluated. Only one value per field is allowed to be defined. Multiple fields along with their values can be defined within the same set of Conditions. If more than one fields are defined, then at least one of them should be evaluated to true in order for the Condition to be met. The available fields are:  

• Life Cycle State
  
• Owned by Group
• Privacy Level

• Price Plan
• Billing Term Scheme
• Binding Period

Triggers Webhooks. Existing or new webhook definitions related with subscriptions can be used

Note that both effective and not effective definitions can be selected

• Life Cycle State 
• Owned by Group
• Privacy Level
• Billing Terms
  • Price Plan
  • Billing Term Scheme
  • Binding Period

Sets the approval settings. Existing or new approval definitions related with subscriptions can be used

Note that both effective and not effective definitions can be selected