Using workflows and customizing case process management

On the Workflow process definition page, you can define the activities used by your workflow (e.g., assessment, investigation, corrective action, etc.). You can use these predefined system activities to create and control your workflow.

On the Workflow process definition page, you can add a new activity or edit or delete an existing activity. The activities include:


For each activity, you will define the action that occurs when the case is in that activity. The activities available appear below.

 

To define workflow activities:

  1. From your left main menu, select Workflow and routing setup.

  2. From the Workflow and Routing setup menu, select Workflow process definition.

  3. On the Workflow process definition page, click Add.

  4. Select an activity action from the drop down. Then type a name for the activity in the Name field. Optionally you can include a description of the activity.

  5. When you're done, click Save.

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To edit workflow activities:

  1. From your left main menu, select Workflow and routing setup.

  2. From the Workflow and Routing setup menu, select Workflow process definition.

  3. On the Workflow process definition page, locate the activity you want to edit and click the Edit link.

    Tip: If you want to delete the activity, click the Delete link.

  4. Update the information as necessary. You can select a new Activity action. Be sure to include a name and a description.

  5. When you're done, click Save.

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