Advanced Open Workfow
Contents Creating a workfow process........................ process........................................... ....................................... ............................................1 ........................1 Conditions..................... Conditions......................................... ........................................ ....................................... ............................... .......................... ...................... ........ 2 Adding conditions......................... conditions............................................. ........................................ ........................................ ................................... ............... 2 Condition types............................................. types................................................................ .................................................. ....................................... ........ 2 Actions.................... Actions........................................ ....................................... ....................................... ........................................ ......................................... ..................... 3 Adding actions............................. actions................................................ ....................................... ........................................ ..................................... ................. 3 Create record.............................. record................................................. ....................................... ...................................... ................................ ................... ..... 4 Modiy record........................... record............................................... ........................................ ........................................ .................................. ................... ..... 5 Send eai!.......................................... eai!.............................................................. .............................................................. ................................................ ...... 5 Ca!c"!ate #e!ds................................ #e!ds.................................................... ........................................ .................................................... ................................ $ %rocess %rocess a"dit............................. a"dit................................................. ........................................ ............................................................. ......................................... & '"toria!s.... '"toria!s........................ ........................................ ....................................... ....................................... ........................................ .................................. ................ & C"stoers to 'arget (ist.................................. (ist...................................................... ....................................... .................................... ................. & Cases )einder........................ )einder............................................ ........................................ ...................................... ................................ .................... ...... &
Creating a workfow process *o" *o" can create workfow workfow processes processes +y navigating to t,e -Work!ow-Work!ow- od"!e wit,in S"iteC)M. C!ick t,e -Create Work!owWork!ow- +"tton wit,in t,e action +ar to start creating t,e process. ',e #rst pane! a!!ows "sers to set "p t,e workfow process.
',is a!!ows yo" to speciy t,e t,e o!!owing/
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0ae ',e nae o t,e process. Assigned 'o ',e assigned "ser o t,e workfow process. Work!ow Mod"!e A drop down !ist o a!! t,e od"!es o"nd wit,in t,e S"iteC)M instance. ',is is t,e od"!e t,e workfow is r"n against. or eap!e W,en an Acco"nt is creatededited. Stat"s Active or 6nactive. On!y active processes wi!! r"n. )"n A!ways On Save or On Sc,ed"!er. )"n On A!! )ecords Modi#ed )ecords or 0ew )ecords. )epeated )"ns 6 c,ecked t,e process wi!! contin"e to r"n over and over. 6dea!!y t,is s,o"!d on!y +e c,ecked i one o t,e speci#ed Actions negates 7or wi!! !ead to t,e negation8 o one o t,e speci#ed Conditions. 9escription A description o t,e process.
Conditions Adding conditions Once set "p yo" can add conditions to a workfow process "sing t,e conditions pane!. ',is a!!ows "sers to speciy t,e criteria t,at s,o"!d trigger t,e workfow actions.
'o add a Condition (ine yo" "st c!ick t,e -Add Condition- +"tton. *o" can ,ave an "n!iited ao"nt o Condition (ines. 'o add anot,er !ine c!ick t,e -Add Condition- +"tton again and it wi!! appear. On t,e !ine yo" wi!! ,ave o"r #e!ds: ie!d Operator 'ype and ;a!"e.
Condition types *o" can speciy workfow processes to trigger on di
;a!"e ',is is "sed to direct!y copare t,e ie!d to a va!"e. ',e va!"e type o
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ie!d ',is is "sed to action a workfow process w,en one #e!d is copared to anot,er #e!d in t,e record.
M"!tip!e ',is can +e se!ected i t,e ie!d is a drop down"!tise!ect. ',is a!!ows "sers to speciy "!tip!e va!"es to action t,e workfow ro.
9ate ',is a!!ows yo" to speciy t,e workfow to occ"r ater+eore an ao"nt o tie ro eit,er anot,er date #e!d or -0ow-. or eap!e w,en t,e start date o a ca!! is -0ow = 1> in"tes-. ',is can on!y +e "sed w,en t,e ie!d is a date #e!d. ',e ao"nt o tie +eore or ater t,e date can +e speci#ed in Min"tes ?o"rs 9ays Weeks or Mont,s.
Actions Adding actions Actions are de#ned in t,e t,ird pane!. ',ese speciy w,at events s,o"!d occ"r w,en t,e conditions ,ave +een et. *o" can add an Action +y c!icking t,e -Add Action- +"tton. ro t,e Action (ine yo" can Se!ect Action and give it a 0ae. ',e actions avai!a+!e are: • • • •
Create )ecord Modiy )ecord Send @ai! Ca!c"!ate ie!ds
*o" can speciy an "n!iited ao"nt o actions or eac, workfow process.
Create record 6 yo" se!ect -Create )ecord- yo" wi!! +e propted to se!ect a )ecord 'ype. ',is is t,e od"!e type o t,e record yo" are !ooking to create.
Once se!ected yo" can add #e!ds or re!ations,ips to t,is record "sing t,e -Add ie!d- and -Add )e!ations,ip- +"ttons.
W,en Adding #e!ds t,e #rst drop down in t,e !ine wi!! pop"!ate wit, a!! t,e #e!ds ro t,at od"!e. ',e second drop down a!!ows yo" to speciy ,ow t,e va!"e or t,at #e!d is going to +e derived. or ost cases t,e options are as o!!ows/ •
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;a!"e ',is wi!! a!!ow yo" to inp"t t,e va!"e direct!y "sing t,e sae #e!d type as t,e #e!d se!ected. ie!d ',is wi!! ake t,e #e!d t,e sae va!"e as a #e!d o"nd in t,e Work!ow Mod"!e. 9ate On!y se!ecta+!e i t,e #e!d is a date #e!d. ',is wi!! a!!ow yo" to speciy t,e va!"e as an ao"nt o tie ater+eore anot,er date #e!d or -0ow-.
Se!ecting t,e -Assigned'o- #e!d a!so gives yo" ore options. As we!! as +y va!"e and #e!d yo" can assign a "ser +y/ • •
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)o"nd )o+in ',is wi!! se!ect eac, "ser in t"rn. (east "sy ',is wi!! se!ect yo" wit, t,e !east ao"nt o records assigned to yo" or t,at od"!e. )ando ',is wi!! se!ect a rando "ser.
or eac, o t,e a+ove options yo" can c,oose i yo" want yo" to +e se!ected ro a!! "sers or "sers ro a speci#c ro!e. 6 yo" ,ave t,e Sec"rityS"ite od"!e insta!!ed yo" can additiona!!y c,oose i yo" want yo" to +e se!ected ro a!! "sers ro a partic"!ar Sec"rity Bro"p or a!! "sers ro a partic"!ar sec"rity gro"p wit, a partic"!ar ro!e.
W,en adding re!ations,ips yo" "st se!ect t,e re!ated od"!e ro t,e drop down !ist t,en se!ect t,e record t,at t,e new record s,o"!d +e re!ated to.
Modiy record ',is provides t,e sae "nctiona!ity as -Create )ecord- +"t instead o creating a new record yo" are odiying t,e record w,ic, et t,e conditions o t,e workfow process. Wit, t,is action yo" can odiy any #e!d o"nd wit,in t,e record or yo" can add a re!ations,ip to anot,er record. ',is is cop!eted in t,e sae way as -Create )ecord- ecept yo" are not re"ired to speciy t,e )ecord 'ype.
Send eai! ',e -Send @ai!- action a!!ows "sers to create workfow processes w,ic, wi!! send an eai! +ased on a tep!ate to individ"a!s. Dsing t,is action t,ere are o"r di
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@ai! ',is wi!! send an eai! to a speci#c eai! address. *o" "st speciy t,e eai! address and t,e eai! tep!ate.
)ecord @ai! ',is wi!! send an eai! to t,e priary eai! address speci#ed on t,e record w,ic, actioned t,e workfow process. ',is can on!y +e "sed i t,e record ,as an eai! #e!d s"c, as Acco"nts and Contacts. or t,is option yo" on!y need to speciy t,e tep!ate.
Dser ',is wi!! send t,e eai! to a speci#ed Dsers eai! address. *o" "st speciy t,e recipient "ser and t,e tep!ate o t,e eai!.
)e!ated ie!d ',is wi!! send an eai! to t,e priary eai! address speci#ed on a re!ated od"!es record. 6n t,is case yo" "st speciy t,e re!ated od"!e 7ro a drop down !ist8 and t,e eai! tep!ate.
Ca!c"!ate #e!ds
Calculate Fields - Adding parameters 6t is possi+!e to add paraeters to t,e or"!as +y "sing t,e dropdown in t,e %araeters section o t,e Ca!c"!ate ie!dsEs "ser interace. ',e dropdown contains a!! o t,e 7+asic and c"sto8 #e!ds w,ic, +e!ongs to t,e od"!e se!ected in t,e +asic #e!ds section. 'o add a paraeter se!ect t,e #e!d ro t,e dropdown and c!ick on t,e Add paraeter +"tton. Ater t,is action a new !ine appears in t,e paraeter ta+!e wit, t,e nae o t,e #e!d and t,e given identi#er. or soe #e!ds 7dropdowns and "!tise!ects8 an additiona! dropdown s,own "p w,ere t,e "ser can se!ect i t,e raw or t,e oratted va!"e s,o"!d +e "sed in Ca!c"!ated ie!ds. ',e raw orat eans t,e va!"e w,ic, is stored in t,e data+ase and t,e oratted va!"e eans t,e !a+e! or t,at data+ase va!"e. 'o reove a paraeter ro t,e ta+!e sip!y c!ick on t,e in"s +"tton in t,e row o t,e paraeter. e aware t,at i yo" reove a paraeter a!! o t,e identi#ers are reca!c"!ated so t,e identi#ers co"!d c,ange or #e!dsF
%rocess a"dit Advanced OpenWorkfow a!!ows "sers to a"dit yo"r processes. 6n t,e 9etai! ;iew o eac, Work!ow record t,ere is a s"+pane! ca!!ed -%rocessed !ows-.
',is !ists a!! t,e workfow processes w,ic, ,ave +een actioned inc!"ding detai!s on t,e record w,ic, actioned t,e fow its stat"s and t,e date it was created.
*o" can view t,is inoration at a ,ig,er !eve! +y c!icking t,e -;iew %rocess A"dit+"tton wit,in t,e od"!e action +ar. ',is wi!! s,ow a!! t,e processes t,at ,ave r"n or a!! t,e Work!ow records.
'"toria!s C"stoers to 'arget (ist Cases )einder ',is t"toria! wi!! s,ow yo" ,ow to create a workfow process to notiy t,e assigned "ser and t,en a partic"!ar anger "ser w,en an open Case ,as not +een "pdatedodi#ed wit,in two days. Set Dp
