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Back to Workflows Main Page

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Learn to configure Workflow Rules that determine the overall behaviour of Workflows

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Table of Contents

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Navigating to Workflow Rules

Info

FOUNDATION > WORKFLOWS > SET UP WORKFLOW RULES

What are Workflow Rules?

Workflow Rules support business workflows and automate tasks required to complete business processes, triggering System actions provided certain events or conditions occur. Workflow rules can be set up for the following modules:

  • Activities
  • Jobs
  • Service Requests
  • Subscriptions
  • Reward Offers 
    Status
    colourYellow
    titleAvailable from CRM.COM R11.0.0

Workflow Rules can be edited, deleted and have their Life Cycle State changed.

  • Navigate to Workflow Rules and explore existing entries via the Summary page. 

  • Click on the link (Name or Number) of the entry of your interest to access the Data Entry page and see more detail.

  • Use the Actions Menu to create a NEW rule, modify (EDIT), or DELETE an existing one.  

  • Use BACK to return to the Summary page and CANCEL to revert any unwanted changes made to the rule. 

Check the Validations & Restrictions Table below for a list of available Actions when working with Workflow Rules, including each Action's related validations, restrictions and additional information.  View the Attributes Table for a comprehensive description of the Workflow Rules fields.

WORKFLOW RULES

Anchor
validations
validations
Validations & Restrictions

ActionValidationsRestrictionsAdditional Information
General
  • Not Applicable
  • Not Applicable
If more than one Workflow Rule exists for a specific Entity, then all of the Workflow Rules are evaluated based on the Priority attribute set on each Rule.
Create
  • Name and Alternative Code must be unique.
  • Mandatory Fields must be defined
  • 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.
  • Not Applicable
  • Not Applicable
Edit
  • Name and Alternative Code must be unique
  • Mandatory Fields must be defined
  • 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.
The Workflow Rule's Entity, cannot be changed once set since this information affects the Workflow Rule's Conditions and Actions.
  • Not Applicable
Delete
  • Not Applicable

 

  • Not Applicable
  • Not Applicable

Anchor
attributes
attributes
Attributes

An * indicates a field is mandatory.

NAMEDESCRIPTION
Main Information

Name*

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

Alternative Code*

The Alternative Code of the Workflow Rule. Unless otherwise specified, the Alternative Codes for new entries default to the Name initials in capital letters.

Description

A Description of the Workflow Rule.

Life Cycle State

The Life Cycle State of the Workflow Rule which can either be 'Effective' or 'Not Effective'. Only 'Effective' Workflow Rules are applicable.

Settings

Entity*

The Entity to which the Workflow Rule is applied. Each Workflow Rule must be related to only one Entity Type

  • Activity
  • Job
  • Service Request
  • Subscription

Entity Types

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.

Processing Order

Determines the order of the Workflow Rule's actions. Workflow Rule's actions are categorised into Updates and Actions. The Processing Order defines whether the Entity which triggers the rule is updated first and then acted upon or vice versa. The available options are:

  • Updates First and Then Any Other Actions.
  • Any Other Actions First and Then Updates
Note

For example, if a Workflow rule must set the Assigned To User to a particular User and then send an Alert to that User to handle the new Tasks, then the option 'Updates First and Then Any Other Actions' must be selected.

If on the other hand, an Alert should first be sent to the User and then the Status updated to 'In Progress', so as to know that the task is being processed, then the option 'Any Other Actions First and Then Updates' must be selected.

Priority

A Priority level for the Rule when multiple rules are applied on each Entity. The available values are Low, Medium and High.

Note

Rules with the same Priority are applied in random order.

Triggers 

Triggers *

Events that trigger the Workflow Rule. Multiple Triggers can be selected and include the following:

  • 'On Create'
  • 'On Update'
  • 'ThroughWebAPI'
Conditions

Conditions

A set of Conditions that should be fulfilled for the Workflow Rule to be applied. Multiple Conditions can exist per Workflow Rule. Conditions always concern the information of the Entity related to the Workflow Rule. Each Condition might include more than one Entity field.

The Workflow Rule's Conditions can be considered as met when either:

  • AT LEAST ONE CONDITION IS MET
    or
  • ALL CONDITIONS ARE MET

The Conditions include:

When specific User of Unit makes a change

Defines a set of Users or Units which performed a change to a record.
This condition is available and applicable when the Trigger is set on, 'On Create' or 'On Update'

 If more than one option is selected, at least one should be met. The available options depend on the selected Entity.

ActivityJobService RequestSubscriptionReward Offer
Status
colourYellow
titleAvailable from CRM.COM R11.0.0
  • Assign to User
  • Assign to Unit
  • Created by User
  • Created by Unit
  • Specific User
  • Specific Unit
  • Assign to User
  • Assign to Unit
  • Created by User
  • Created by Unit
  • Specific User
  • Specific Unit
  • Assign to User
  • Assign to Unit
  • Created by User
  • Created by Unit
  • Specific User
  • Specific Unit
  • Responded by User
  • Temporarily Resolved By User
  • Finally Resolved By User
  • Created by User
  • Created by Unit
  • Specific User
  • Specific Unit
  • Created by User
  • Created by Unit
  • Specific User
  • Specific Unit
When specific field changes

Defines a set of Entity fields for which the Condition is met if any of their values change, either during the Entity's creation or on update.

If multiple fields are defined, at least one should be met The available fields depend on the selected Entity.

ActivityJobService RequestSubscriptionReward Offer
Status
colourYellow
titleAvailable from CRM.COM R11.0.0
  • Status
  • Life Cycle State
  • Category
  • Assign to User
  • Assign to Unit
  • Owned by Group
  • Privacy Level
  • Start Date
  • Estimated Completion Time
  • Estimated Completion Date
  • 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
  • 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
  • Life Cycle State
  • Contact Information
  • Accounts Receivable
  • Subscription Address
  • 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
  • Life Cycle State
  • Award (amount or percentage)
  • Reward Offer Type
  • Reward Scheme
  • Owned by Group
  • Privacy Level
  • Category
When specific field contains specific value

Defines field values that satisfy the Condition. Only one value per field is allowed to be defined.

If multiple fields and values are defined, at least one should be metThe available fields depend on the selected Entity.

ActivityJobService RequestSubscriptionReward Offer
Status
colourYellow
titleAvailable from CRM.COM R11.0.0
  • Type
  • Status
  • Life Cycle State
  • Category
  • Assign to User
  • Assign to Unit
  • Owned by Group
  • Privacy Level
  • Type
  • Status
  • Life Cycle State
  • Category
  • Billing Term Scheme
  • Price Plan
  • Assign to User
  • Assign to Unit
  • Owned by Group
  • Privacy Level
  • 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
  • Life Cycle State
  • Owned by Group
  • Privacy Level
  • Price Plan
  • Billing Term Scheme
  • Binding Period
  • Life Cycle State 
  • Owned by Group
  • Privacy Level

When specific field changes from a value to another

Definesa value that a field should have before and after the Entity's update.

If multiple fields and values are defined, at least one should be met. The available fields depend on the selected Entity.

ActivityJobService RequestSubscriptionReward Offer
Status
colourYellow
titleAvailable from CRM.COM R11.0.0
  • Status
  • Life Cycle State
  • Category
  • Assign to User
  • Assign to Unit
  • Owned by Group
  • Privacy Level
  • Status
  • Life Cycle State
  • Category
  • Assign to User
  • Assign to Unit
  • Owned by Group
  • Privacy Level
  • 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
  • Life Cycle State 
  • Owned by Group
  • Privacy Level
  • Price Plan
  • Billing Term Scheme
  • Binding Period
  • Life Cycle State 
  • Owned by Group
  • Privacy Level
Actions

Actions*

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

Update Information

Determines the value that fields should be updated to as the result of successfully applying a Workflow Rule. Multiple fields can be selected for update, as long as they are not conflicting. The available fields depend on the selected Entity.

ActivitiesJobsService RequestsSubscriptionsReward Offers
Status
colourYellow
titleAvailable from CRM.COM R11.0.0
 
  • Status
  • Category
  • Owned by Group
  • Privacy Level
  • Key Dates
    • Estimated Completion Time
  • User Defined Fields
  • Assign to User
    Status
    colourGreen
    titleAvailable from CRM.COM R10.0.0

    • Specific User: The User that the Entity will be Assigned To can be defined. In this case, 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 their Unit. 
  • Assign to Unit
    Status
    colourGreen
    titleAvailable from CRM.COM R10.0.0

    • Specific Unit: You can define the 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 Unit.
  • Status
  • Category
  • Owned by Group
  • Privacy Level
  • Key Dates
    • Estimated Completion Time
  • User Defined Fields
  • Assign to User
    Status
    colourGreen
    titleAvailable from CRM.COM R10.0.0

    • Specific User: The User that the Entity will be Assigned To can be defined. In this case, 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 their Unit. 
  • Assign to Unit
    Status
    colourGreen
    titleAvailable from CRM.COM R10.0.0

    • Specific Unit: You can define the 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 Unit.
  • 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
  • Owned by Group
  • Privacy Level
  • Key Dates
    • Estimated Completion Time
  • User Defined Fields
  • Assign to User
    Status
    colourGreen
    titleAvailable from CRM.COM R10.0.0

    • Specific User: The User that the Entity will be Assigned To can be defined. In this case, 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 their Unit. 
  • Assign to Unit
    Status
    colourGreen
    titleAvailable from CRM.COM R10.0.0

    • Specific Unit: You can define the 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 Unit.
  • Owned by Group
  • Privacy Level
  • User Defined Fields
  • Owned by Group
  • Privacy Level
Send Alerts

The Alert Definitions which will be triggered when the Conditions are met, to send Alerts to the Users. You can either choose an existing Definition or create a new one.

Note
  • While both 'Effective' and 'Not Effective' Alert Definitions can be selected, if the Workflow Rule is triggered and conditions are met, only the 'Effective' Definitions will be triggered.
  • Applicable for all entities.
Request Approvals

The Approval Definitions which will be triggered when the Conditions are met, to create Approval Requests for the Rule's Entity. You can either choose an existing Definition or create a new one.

Note
  • While both 'Effective' and 'Not Effective' Approval Definitions can be selected, if the Workflow Rule is triggered and conditions are met, only the 'Effective' Definitions will be triggered.
  • Applicable for all entities.
Trigger Webhooks

The Webhook Definitions which will be triggered when the Conditions are met, to create Webhook Requests for the Rule's Entity. You can either choose an existing Definition or create a new one.

Note
  • While both 'Effective' and 'Not Effective' Webhook Definitions can be selected, if the Workflow Rule is triggered and conditions are met, only the 'Effective' Definitions will be triggered.
  • Not applicable for Reward Offers.
Schedule Activities

The Type of Activities to be used when the Conditions are met, to schedule a new Activity for the Rule's Entity. You can configure multiple Activity Types which will result in multiple activities being scheduled every time the Rule is triggered and scheduled.
Schedule Activities is only applicable for:

  • Jobs
  • Service Requests
  • Subscriptions 
Note
  • Not applicable for Reward Offers and Activities.
  • For the Activity scheduling, Activity assignments must also be configured in Setting up Automatic Collaboration Rules (ACR) as the assignment occurs automatically.

  • When Scheduling Activities for Jobs, the Job Types Fulfilment method is considered:

    • If there are one or more applicable Job Types with fulfilment method "Based on ordered items" then additional Activities cannot be scheduled for Jobs of that Type. On saving the Workflow Rule, a message is displayed that Activities will not be scheduled for such Jobs. This applies when:
      • The Workflow Rule is applied on specific Job Types and one or more of them have "Based on ordered items" fulfilment method or
      • The Workflow Rule does not have any applicable Job Types but there isoneormore Job Types configured in the System with "Based on ordered items" fulfilment method.
Log Information
Log DetailsThe standard set of Log Details information available in all entities.
Note

View Understanding Workflows for business examples related to Workflow Rules.

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