AVAILABLE FROM CRM.COM R9.0.0

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

Action	Validations	Restrictions	Additional 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

NAME	DESCRIPTION
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

Conditions		Actions
Name	Description	Name	Description
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 AVAILABLE FROM CRM.COM R10.0.0 Specific User: User can specify a specific user that the entity will be assigned to. In such cases the assigned to user's default unit will be automatically applied to the entity. Logged in User: The entity will automatically be assigned to the logged in user and the user's unit. Assign to Unit AVAILABLE FROM CRM.COM R10.0.0 Specific Unit: User can specify a specific unit that the entity will be assigned to. Logged In User's Unit: The entity will automatically be assigned to the logged in user's 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 Value	Defines 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 Attributes

Conditions		Actions
Name	Description	Name	Description
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 AVAILABLE FROM CRM.COM R10.0.0 Specific User: User can specify a specific user that the entity will be assigned to. In such cases the assigned to user's default unit will be automatically applied to the entity. Logged in User: The entity will automatically be assigned to the logged in user and the user's unit. Assign to Unit AVAILABLE FROM CRM.COM R10.0.0 Specific Unit: User can specify a specific unit that the entity will be assigned to. Logged In User's Unit: The entity will automatically be assigned to the logged in user's 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 Value	Defines 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

Conditions		Actions
Name	Description	Name	Description
Who 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 Category Impact Level Urgency Level Priority Level Response Category Responded by User Response Date Temporarily Resolved By User Temporary Resolution Date Temporary Resolution Category Finally Resolved By User Final Resolution Date Final Resolution Category Assign to User AVAILABLE FROM CRM.COM R10.0.0 Specific User: User can specify a specific user that the entity will be assigned to. In such cases the assigned to user's default unit will be automatically applied to the entity. Logged in User: The entity will automatically be assigned to the logged in user and the user's unit. Assign to Unit AVAILABLE FROM CRM.COM R10.0.0 Specific Unit: User can specify a specific unit that the entity will be assigned to. Logged In User's Unit: The entity will automatically be assigned to the logged in user's unit. Owned by Group Privacy Level Key Dates Estimated Completion Time User Defined Fields
Specific Field Change	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	Send 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 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 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	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 Value	Defines 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

Conditions		Actions
Name	Description	Name	Description
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: 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 Value	Defines 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 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.

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 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.
1. 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
2. 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
3. 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
4. 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
  When 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
Log information section keeps all the logging information related to the specific record
- Basic set of information available in all entities
  - Created By User: The user that created the entity
  - Created By Unit: The unit of the user that created the entity
  - Updated By User: The user that last updated the entity
  - Updated by Unit: The unit of the user that last updated the entity
  - Date Created: The date the account was entity
  - Date Updated: The date the account was last entity
From the Actions Menu click on SAVE

Deleting Workflow Rules

Search for the entity that you would like to delete
Visit Using Summary Pages to find out how you can search using CRM.COM Summary Screens
Click on the link of the record you would like to delete, to be transferred to the Data Entry page
From the actions menu click on "DELETE"
The entity will be deleted given that the validations are satisfied

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

Related Areas

Page:

Working with Status Transitions — Discover Status Transitions and how they work
Page:

Managing Activities Approval Requests — Find out how to approve cancel or reject pending Approval Requests for Activities, through the Activities Data Entry page
Page:

Managing Jobs Approval Requests — Find out how to approve cancel or reject pending Approval Requests for Jobs, through the Jobs Data Entry page
Page:

Managing Approval Requests from the Entity Page — Learn how to Approve, Cancel or Reject Pending Approval Requests from the Entity Data Entry page
Page:

Managing Subscriptions Approval Requests — Find out how to approve cancel or reject pending Approval Requests for Subscriptions, through the Subscriptions Data Entry page
Page:

Configuring Approval Definitions — Learn to configure Approval Business Definitions that determine the overall behaviour of Approvals
Page:

Configuring Workflow Rules — Learn to configure Workflow Rules that determine the overall behaviour of Workflows
Page:

Configuring Webhook Definitions — Learn how to configure Webhook Business Definitions that determine the overall behaviour of Webhooks
Page:

Understanding Workflows — Understand the usage of Workflow Rules within CRM.COM
Page:

Using Alert Tags — Discover Alert Tags and how you can use them
Page:

Configuring Alert Definitions — Learn how to configure Alert Business Definitions that determine the overall behaviour of Alerts

Helpful Links

Page:

CRM.COM Quickstart Manual
Page:

Working with Summary Pages - R18
Page:

Working with Summary Pages
Page:

Working with Summary Pages - R15
Page:

Extracting a Printout from a Data Entry page

Configuring Workflow Rules

What does this section cover?

What are Workflow Rules ?

Creating, Editing & Deleting Validations & Restrictions

Workflow Rules attributes

Activity Workflow Rule Conditions and Actions

Job Workflow Rule Condition and Action Attributes

Service Request Workflow Rule Condition and Action Attributes

Subscriptions Workflow Rule Condition and Action Attributes

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

MAIN INFORMATION

SETTINGS

TRIGGERS

CONDITIONS

ACTIONS

UPDATE INFORMATION

SEND ALERTS

SET APPROVALS

TRIGGER WEBHOOKS

SCHEDULE ACTIVITIES

LOG INFORMATION

Deleting Workflow Rules

Changing the Life Cycle State of Approval Definition

Related Areas

Helpful Links