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Back to Workflows Main Page

Available from CRM.COM R9.0.0that determine the overall behaviour of Workflows

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Learn how you can to configure Workflow Rules -

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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
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    titleAvailable from CRM.COM
R9
  • R11.0.0

What does this section cover? 

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What are Workflow Rules ?

Approvals are used in order to block a specific record from being edited, unless it is approved by an authorised user.
Workflow Rules are used to define the business rules related to approvals in the system. Each approval consist of a list of groups, units or users that are authorized to approve each entity and the number of required approvals. Approvals are defined at the entity level and are triggered only Workflow Rules.

Creating, Editing & Deleting

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 RULESImage Added

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validations
Validations & Restrictions

ActionValidationsRestrictionsAdditional Information
General You can have multiple Effective and Not Effective definitionsBoth effective and not effective Workflow Rules can be selected, but only Effective definitions are applicable
Create
  • Mandatory information is provided
  
Edit
  • Mandatory information is provided
  
Delete

Definition can be deleted only if the Approval Definition is not used by any effective or not effective workflow rules

  
Setting Approval Definition to Not Effective  If the Approval definition is used in at least one effective workflow rule then
  • The system throws a warning that the Approval definition is used by specific workflows and confirmation is required for setting it to Not Effective

Workflow Rules  attributes 

NameDescription

Name *

 The name of the approval definition. The name is mandatory and unique

Alternative Code *

The alternative code of the approval definition. The alternative code is mandatory and unique and generated automatically based on the approval definition name, if not specified manually 

Description

The description of the approval definition

Life Cycle State

The life cycle of the approval definition, which can be one of the following:

  • Not Effective
  • Effective

On creating a new approval definition the life cycle state is automatically set to not effective. Only effective Workflow Rules can be triggered through workflow rules, although not effective Workflow Rules can be defined in a workflow rule

Entity *

The entity on which the approval definition will be applied on.Supported Entities are the following:

  • Activities
  • Service Requests
  • Jobs
  • Subscriptions

More than one approval definition can be defined for each entity

Subject *

The subject that will be used on approval requests created through this approval definition

Requested Number of Approvals *

Defines the number of approvals that should be either approved, rejected or cancelled in order to unblock the information which is pending approval. By default this value is set to 1 although it can be edited by the user

Authorised Users *

Defines a list of users that are authorised to approve, reject or cancel the entity record. The users can be defined in the following way:

  • Assigned to user (only if the entity is assignable i.e. activities, jobs, service requests)
  • Users belonging to Assigned to Unit (only if the entity is assignable i.e. activities, jobs, service requests)
  • Specific Users
  • Users belonging in specific Units 
  • Users assigned to specific Security Profiles

Workflow Rules

Displays a list of all the workflow rules that include the specific approval definition as one of their actions. This information is read only

Log Information

Includes the standard log information 

Defining your own Workflow Rules  tailored to your company's needs

  • Navigate to  FOUNDATION > WORKFLOWS > SET UP WORKFLOW RULES
    • Either search for an existing one or from the Top Menu click on NEW

  • MAIN INFORMATION

    1. Provide the main information as explained in the table above

  • SETTINGS

    Provide the following information
    1. Entity: Select from the drop down list the entity for which the alert will be created
    2. Requested Number of Approvals: Type how many approvals are required
    3. Subject: Type the subject

  • AUTHORISED USERS

    Select the users that are authorised to approve, reject or cancel approval requests
    1. Assigned to User : Check the box if you would like the assigned to user, to be  authorised to manage approval requests
      Not available if the selected Entity in Settings is Subscriptions 
    2. Users Belonging to Assigned to Unit: Check the box if you would like the users that belong in the Assigned to Unit, to be authorised to manage approval requests
      Not available if the selected Entity in Settings is Subscriptions 
    3. Specific Users: Click on Add and using the search modal select the users to be authorised to manage approval requests
    4. Users Belonging in Specific Units : Click on Add and using the search modal select the Units whose users are to be authorised to manage approval requests
    5. Users Assigned to Specific Security Profiles: Click on Add and using the search modal select the Security Profiles whose users are to be authorised to manage approval requests

  • WORKFLOW RULES

    1. This is a read only list of the workflow rules that include the alert definition

    • LOG INFORMATION

    Include PageLog Information - GlobalLog Information - Global

  • From the Actions Menu click on SAVE

    • Deleting Workflow Rules

    Include PageDeleting a record - GlobalDeleting a record - Global

    Changing the Life Cycle State of Approval Definition

  • Navigate to FOUNDATION > WORKFLOWS > SET UP WORKFLOW RULES
  • Either search for an existing one or from the Top Menu click on NEW
  • From the Actions Menu click on ACTIONS > SET AS EFFECTIVE
    OR
    •  From the Actions Menu click on ACTIONS > SET AS NOT EFFECTIVE
    CHANGING LIFE CYCLE STATEImage Removed
    • 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
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    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
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    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
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    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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