Workflows primary function of workflows is to specify the relevant case statuses that cases in the workflow should progress through throughout their lifecycle. By default, you have a Standard workflow configured in your system which encompass all available case statuses.
Creating a Workflow
To create a new workflow, click Settings, then click Workflows. From here, click the New Workflow button to open the workflow form.
- Name - Choose a name for the workflow that describes the lifecycle and is easy to identify in a list.
- Description - A brief description of this workflow.
- Case Statuses - Select the case statuses that should be associated with this workflow.
- Workflow Actions - If available, select the appropriate workflow actions that should be associated with this workflow.
Changing the Workflow on a Case
When creating a new case, the default workflow, configured in the case type, is automatically applied to the case.
The case workflow can be configured during case setup or after it is created. To modify the case workflow, create or edit an existing case. From the case details form, locate the Workflow menu and choose the the appropriate workflow for the case. Save the case to update the workflow.