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Configuring stages on a case type rule form

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Provide advanced configurations for sets of actions in your business processes by adding stages on a case type rule form. As a result, you can configure multiple settings from a single screen. For example, you can define which optional processes you want to enable for the case type, or what attachments users need to provide in order for the case to enter a specific stage.

In a sample scenario with a Review insurance claims case type, you can add primary stages that represent collecting information, reviewing gathered data, and making a decision about rejecting or approving a claim. Primary stages represent an expected path of a business process. You can also add an alternate path to define actions that happen in a case when an exception occurs. In the Review insurance claims case type, for example, you can create an alternate stage that the case enters after rejection of the claim.

Adding stages through a rule form is suitable for advanced developers. If your use case does not require advanced configurations, populate your case types by using the Case Designer tool, which helps you visualize your business processes in a low-code way. For more information, see Stages in a case life cycle.

  1. In the navigation pane of Dev Studio, click Records.

  2. Expand the Process category, and then click Case Type.

  3. In the list of case type instances, select the case type that you want to edit.

  4. On the Stages tab, add a stage to your case type:

    • To add a primary stage, in the Primary Stages section, click add primary stage, and then in the text field, enter a stage name.
    • To add an alternate stage, in the Alternate Stages section, click add alternate stage, and then in new text field, enter a stage name.
  5. Configure conditions for skipping a stage:

    • To ensure that a case always enters a stage, in the Skip stage list, select Never.
    • To skip a stage by evaluating a When rule, in the Skip stage list, select When Rule, and then in the text field, enter a When rule name.
    • To skip a stage by using an expression, in the Skip stage list, select Expression, and then in the text field, enter an expression name.
    You can configure skip conditions for primary stages only. A case cannot skip the last stage.
  6. Configure case behavior when a stage is complete:

    Choices Actions
    Move the case to the next stage In the When all processes in this stage are complete section, select Automatically move to next stage.

    This option is available for primary stages only.
    Allow users to perform optional actions before moving the case to the next stage In the When all processes in this stage are complete section, select Wait for a user action.
    Resolve the case
    1. In the When all processes in this stage are complete section, select Resolve the case.

    2. In the Resolution status field, enter a status that a case enters upon resolution.

      To display a successful resolution status, enter Resolved-Completed.
    3. Optional:

      To delete any work that remains after the case resolution, select the Delete open assignments check box.

    4. Optional:

      To delete any dependent cases after the case reaches resolution, select the Delete open assignments check box.

  7. Optional:

    To display a case progress status, in the Set case status on stage entry field, define the status that a case acquires when entering the next stage.

    To display a status for an insurance case that enters a stage of reviewing gathered insurance data, enter Pending-Review.
    You can reuse existing statuses or enter a new value.
  8. Optional:

    To provide enough information to process a case, in the Requirements section, define the requirements that the case needs to meet before entering the next stage:

    • To validate data, in the Validation field, enter validation that the case needs to pass before entering the next stage.
    • To assign time frames to the stage and ensure that users resolve work in a timely manner, in the Service level field, enter a service-agreement rule.
    • To ensure that the case has at least one attachment before entering this stage, in the Attachments required for stage entry section, click Add required attachment, and then select an attachment category.
    You can validate format of personal details that users provide or require a document with an expertise of damage of insured goods.
  9. In the Automatically launched processes section, define processes that occur in the case without additional triggers:

    1. Click Add process.

    2. In the Process field, enter a process that you want to run.

    3. In the Start process list, define whether a process runs always, when a When rule evaluates to true, or when an expression evaluates to true.

    4. In the Start Step list, define whether the process runs after the previous step or upon a stage entry.

      The first process in a stage always runs upon a stage entry.
    5. Optional:

      To apply time frames for users to resolve the process, in the Service level field, enter a name of a service-level agreement rule that you want to use.

    6. Optional:

      To add more processes, repeat steps 9.a through 9.e.

    The Create stage has a default CreateForm_Default automatically launched process. For more information about the Create stage, see The Create stage.
    The following figure shows a sample configuration for a process that starts after a When rule evaluates to true and that users need to resolve within a goal and deadline defined by a service-level agreement rule:
    Configuring a process
    Case type rule form with sample configurations for a process
  10. Optional:

    To increase flexibility and provide additional processing in a case, add an optional process:

    1. In the Optional Processes section, click Add process.

    2. In the Process field, enter a name for the process that you want to use.

    3. In the Visible list, define whether a process runs always, when a When rule evaluates to true, or when an expression evaluates to true.

    4. Optional:

      To add more processes, repeat steps 10.a through 10.c.

    You can add an optional process to review an insurance claim by a manager if an insurance amount exceeds a specific value.
  11. Optional:

    To allow users to perform out-of-sequence tasks that do not influence the main events in the case, in the Optional actions section, add an optional action:

    1. Click Add action.

    2. In the Local Action field, enter an action that you want to use.

    3. In the Visible list, define whether a process always runs, when a When rule evaluates to true, or when an expression evaluates to true.

    4. Optional:

      To add more actions, repeat steps 11.a through 11.c.

    You can add an optional action responsible for updating the personal details of a customer. If necessary, a customer service representative (CSR) can update the details without interrupting the main case processing.
  12. Click Save.

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