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Excerpt
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Learn how you can configure Workflow Rules -

Status
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titleAvailable from CRM.COM R9.0.0

Status
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titleAvailable from CRM.COM R9.0.0

What does this section cover? 

Table of Contents
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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

ActionValidationsRestrictionsAdditional Information
General You can have multiple Effective and Not Effective definitions 
Create
    • 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.
  
Edit
  • 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.
 Definition can be edited at any time, the Workflow Rule's Entity however, can never be changed, since this information affects the Workflow Rule's Conditions and Actions.
Delete

 

 Definition can be deleted at any time
Setting Workflow 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 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
  Each Entity Type has different  Workflow Rule Conditions described in the tables below

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

ConditionsActions
NameDescriptionNameDescription
Who performs the update

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
Update Information

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
Specific Field Change

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
Send Alerts

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

Specific Field Change to Value

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
Trigger Webhooks

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

Note that both effective and not effective definitions can be selected

Specific Field Change From Value to another ValueDefines a specific value that a specific field should initially have and the value that the same field should have after the entity's update. 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:
  • Status
  • Life Cycle State
  • Category
  • Assign to User
  • Assign to Unit
  • Owned by Group
  • Privacy Level
Request Approvals

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

Job Workflow Rule Condition and Action  Attritbutes

ConditionsActions
NameDescriptionNameDescription
Who performs the update

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
Update Information

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
Specific Field Change

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
Send Alerts

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

Specific Field Change to Value

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
Trigger Webhooks

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

Note that both effective and not effective definitions can be selected

Specific Field Change From Value to another ValueDefines a specific value that a specific field should initially have and the value that the same field should have after the entity's update. 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:
    • Status
    • Life Cycle State
    • Category
    • Billing Term Scheme
    • Price Plan
    • Assign to User
    • Assign to Unit
    • Owned by Group
    • Privacy Level
Request Approvals

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

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.

 

Service Request Workflow Rule Condition and Action Attributes

ConditionsActionsNameDescriptionNameDescriptionWho performs the update

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
Update Information

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

Back to Workflows Main Page

Excerpt
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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
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    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 RULESImage Added

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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

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attributes
attributes
Attributes

An * indicates a field is mandatory.

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
    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
    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
     Response Category
    • 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

  • Assign to User
    • Assign to Unit
    • 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
  • Key Dates
    • Estimated Completion Time
  • User Defined Fields
    		• Specific Field ChangeSend Alerts

    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

    		Specific Field Change to ValueDefines 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:
    • 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 
    • Level 
    • Response Category
    • Responded by User
    • Temporarily Resolved By User
    • Temporary Resolution
    Category 
    • 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
    		Trigger Webhooks

    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

    Specific Field Change From Value to another ValueDefines a specific value that a specific field should initially have and the value that the same field should have after the entity's update. 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:
      • 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
    		Request Approvals

    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

    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.

     

    Subscriptions Workflow Rule Condition and Action Attributes

    ConditionsActionsNameDescriptionNameDescriptionWho performs the update

    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
    Update Information

    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
    Specific Field Change

    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
    Send Alerts

    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

    Specific Field Change to Value

    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
    Billing Terms
    • Price Plan
    • Billing Term Scheme
    • Binding Period
    Trigger Webhooks

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

    Note that both effective and not effective definitions can be selected

    Specific Field Change From Value to another ValueDefines a specific value that a specific field should initially have and the value that the same field should have after the entity's update. 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
    • Billing Terms
      • Price Plan
      • Billing Term Scheme
      • Binding Period
    Request Approvals

    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

      Schedule ActivitiesSchedule 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.

     

    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
    WORKFLOW RULESImage Removed

  • 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 rule will be created
    2. Processing Order: Select from the drop down list the order by which the rule will work
    3. Priority: Select from the drop down the priority for the specific rule
      In case more rules eist for the same entity
    4. Applicable on Entity Types: Click on ADD and select from the drop down list the entity types that the rule will be applied for 

  • TRIGGERS

    Select the events which will trigger the workflow rule
    1. On Create : Check the box if you would like the rule to be triggered on creating the entity
    2. On Update: Check the box if you would like the rule to be triggered on updating the entity
    3. On WEB API: Check the box if you would like the rule to be triggered on using WEB API Call: GET workflow_rules/trigger

  • CONDITIONS

    Define a set of conditions which have to be met in order for the workflow rule's actions to be applied.
    1. Select how the conditions will be validated, between
      1. All Conditions are met
      2. At least one condition is met
    2. Click on ADD
      1. From the list on the left select the Condition Added
        1. Condition Type: Select from the drop down list the condition you would like to apply
          According to the condition type you will need to add the respective conditions. i.e. if you select  specific User or Unit you will need to add the Unit or Users that condition applis to
          If you select on a field change you will need to select a field e.t.c 
        2. Click on ADD
        3. Select from the drop down list the:
          • User or unit setting on When Specific User or Unit Makes a change
          • Field on When Specific Field Changes
          • Field and Value on When Specific Field Contains Specific Value
          • Field From Value and To Value on When Specific Field Changes from a Specific Value to Another Specific Value

    • ACTIONS

    Define which entity fields will be updated as part of the workflow rule's actions as well as each field's new value. Multiple fields can be added. The fields and their available values depend on the workflow rule's referred to entity.

  • UPDATE INFORMATION

    1. Click on ADD
      1. Field: Select from the drop down list the field that will be updated
      2. Value: Provide the value the selected field will be updated to

  • SEND ALERTS

    1. Click on ADD and search for the Alert that you would like to be sent
    2. You also have the option to create a new Alert by clicking on NEW

    3. SET APPROVALS

      1. Click on ADD and search for the Approval that you would like to be created
      2. You also have the option to create a new Approval by clicking on NEW

  • TRIGGER WEBHOOKS

    1. Click on ADD and search for the Webooks that you would like to be triggered
    2. You also have the option to create a new Webooks by clicking on NEW

    • SCHEDULE ACTIVITIES

    This is not available if the selected Entity in the Settings Tab is Activities

    1. Click on ADD and search for the Activity Typeyou would like to be created

    InfoWhen setting activities scheduling for Jobs, the Job Types Fulfilment method is taken into account.

    If there is at least one applicable Job Type with fulfilment method "Based on ordered items" then additional Activities cannot be scheduled for Job instances of that type. On saving the workflow rule an informational 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 at least one of them has "Based on ordered items" fulfilment method or
    • The workflow rule does not have any applicable Job Types but there is at least one Job Type configured in the system with "Based on ordered items" fulfilment method

    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
    ACTION TO CHANGE LIFE CYCLE STATEImage Removed
    • 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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