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User actions for case types and stages

User actions are tasks or workflows that users can complete while processing cases. By selecting the actions that are relevant to their case, users can resolve cases more quickly. You can define user actions by clicking Optional actions on the Workflow tab of a case type.

User actions include local actions and supporting processes for case types and stages:

  • Local actions for case types are flow actions that users can perform when a case is in any stage or step of the life cycle. Define local actions for a case type in the Case wide actionssection, as shown in the following figure:

    Defining a local action for a case type

    Defining a local action for a case type

    For more information, see:

  • Local actions for stages are flow actions that users can run when a case is in a specific stage. Define local actions for a stage in the Stage-only actions section, as shown in the following figure:

    Defining a local action for a stage

    Defining a local action for a stage

    For more information, see:

  • Supporting processes for case types are processes that users can run when a case is in any stage or step of the life cycle. Define supporting processes for a case type in the Case wide actionssection, as shown in the following figure:

    Defining a supporting process for a case type

    Defining a supporting process for a case type

    For more information, see:

  • Supporting processes for stages are processes that users can run when a case is in a specific stage. Define supporting processes for a stage in the Stage-only actions section, as shown in the following figure:

    Defining a supporting process for a stage

    Defining a supporting process for a stage

    For more information, see:

Published September 12, 2017 — Updated October 16, 2017


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