Workflow actions provide an easy way to manage administrative jobs or checkpoints throughout the lifecycle of a case. When cases require pre-investigation activities, quality assurance, mid-case admin work, post-case processes, etc... workflow actions provide action items to ensure these action items are performed.

Creating a Workflow Action

To create a workflow action, click Settings, and then click Workflow Actions. From here, click New Workflow Action to create a new action.

Name - The name of the action or activity to perform (e.g. Proof Report, Video Prep, Quality Assurance, etc...).
Client - Optionally select a client to associate this action with. When a client is selected, action items will only be generated on cases for the selected client. When no client is selected, the system will generate the action items on all cases, regardless of client.
Case Status - The case status where this action should be performed. The action will become available once the case reaches this case status. You can optionally check the box to make this a blocking action. When the action is blocking, the case status cannot advance (cannot move forward) until all blocking action items are complete. (See Blocking Action Items below)
Turnaround Time - The turnaround time is your SLA for how long performing a specific action should take. Define the number of hours and/or minutes until this action is due. When an action is generated, the due date is calculated based on the turnaround time.
Instructions - A set of instructions used to provide guidance on how to properly complete the action. This section is markdown enabled, so it is recommended use formatting to organize these instructions.
Workflows - Choose which workflows this action should be associated with.
Case Services - Choose which case service(s) are relevant to this this action. Actions will only be generated on cases with the selected services. In the event the case contains no services, action items will be generated until services are applied.

Once you've finished your configuration, click Save Workflow Action to save the action. Once the action is saved, cases will begin generating actions when they reach the specified case status.

Viewing Workflow Action Items

In order to view and manage workflow generated action items, user roles must contain the appropriate permissions to View Workflow Items, and optionally to Manage Workflow Items. It is recommended to restrict the ability to Delete Workflow Items to administrators.

Workflow Actions by Case

Workflow action items can be viewed on a case by navigating to the case and clicking the Workflow tab.

When a case has outstanding workflow items that need to be addressed, a Workflow section will appear on the Overview tab of the case.

Workflow Actions Across All Cases

A global workflow action item list is available by clicking Cases > Workflow. From here, you can search and sort action items across all cases. In Addition a dashboard widget exists to facilitate monitoring workflow item management.

Syncing Workflow Action Items to an Existing Case

When actions are created or modified after a case is already in progress, or the workflow on a case changes after the case is created, the case may not contain actions for the current case status. In the event action(s) need to be regenerated for the current case status, you easily can regenerate action items. From the case, click the Workflow tab, then click Sync Workflow to regenerate workflow items.

Managing Workflow Action Items

Action items have one owner who is responsible for completing the action. When action items are available on a case, users can Claim and Complete them to satisfy the action requirements.

Blocking Action Items

Action items that are configured to as Blocking must be completed before the case status can advance. This ensures that all outstanding items are addressed before the case status is changed. It is still possible to move the case status backwards if necessary, even when blocking items exist. Moving the case status backward will not alter action items that already exist on a case.

Claiming a Workflow Action Item

Claiming action items can be done from the overview of the case, the Workflow tab on a case, or from the action item itself. To claim an action item, click the Claim button associated with the item. Once claimed, the item status will be moved to In Progress and you will be designated as the action item owner and will be responsible for completing the action before the specified due date.

Completing a Workflow Action Item

After the action is complete, head back to the action item by navigating to the case, and either locate the outstanding item from the overview tab of the case or by navigating to the Workflow tab. From here, click on the item number and then click Complete. Once complete, the item status will change to Complete and the date and time are logged.

Note: If you need to revert the status of an item, you can do this by navigate to the item, click Mark As and select In Progress. Doing so will removed the completion date.