What does this section cover? 

What are Workflow Rules ?

 Workflow Rules are used in order to apply actions on specific entities, triggered by specific events, considering that the specified conditions are fulfilled. Each configured Workflow Rules refers to a specific Entity. The supported entities are the following:

• Activities
• Jobs
• Service Requests
• Subscriptions
  

Creating, Editing & Deleting Validations & Restrictions

Workflow Rules  attributes 

Name

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

Alternative Code

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

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

Entity

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.

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

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

Priority

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

Triggers

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

Conditions

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

Actions

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

Activity Workflow Rule Conditions and Actions

Job Workflow Rule Conditions and Actions

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:

• 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:

• • 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 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

Back to Workflows Main Page

Navigating to 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
  colour Yellow title Available 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.

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validations validations

Validations & Restrictions

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attributes attributes

Attributes

An * indicates a field is mandatory.

Service Request Workflow Rule Conditions and Actions

Subscriptions Workflow Rule Conditions and Actions

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

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

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Deleting Workflow Rules

Changing the Life Cycle State of Approval Definition

From the Actions Menu click on ACTIONS > SET AS NOT EFFECTIVE
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