Adding a user action to a process

You can add an assignment to a process that is preconfigured with an action that a user can take to move a case closer to resolution. By reusing user actions in your application, you can design case types more efficiently.

1. On the Life cycle tab of Case Designer, hover on a process in a stage and click + Step.

2. In the palette that is displayed, click More.

3. Click User actions to display a list of flow actions.

   To change which flow actions are displayed in this list, use the Relevant Records tab on the Application Inventory landing page.

4. Click the name of a flow action and review the description that is displayed.

5. Click Select to add an assignment to the process that displays the flow action to users at run time.

6. On the General tab of the contextual property panel, enter values in the fields to indicate how the assignment is routed.

   To use the worklist of the user who last updated the case:

   • In the Route to list, select Current user.

   To use the worklist of another user in your application:

   1. In the Route to list, select Specific user.

   2. In the autocomplete field that is displayed, press the Down Arrow key and select the name of a user.

   To use a work queue that is processed by users with the same role:

   1. In the Route to list, select Work queue.

   2. In the autocomplete field that is displayed, press the Down Arrow key and select the name of a work queue.

   To use the business logic that you define:

   1. In the Route to list, select Use business logic.

   2. Click the Gear icon to configure the business logic.

   3. In the Business logic dialog box, define a routing method:

      1. In the Action list, select a routing method.

      2. In the Value field, press the Down Arrow key and select the name of an operator or work queue, based on the routing method that you select.

   4. In the When section, define the conditions that must be met before the routing method is selected:

      1. In the Field list, select the name of a field in your data model.

      2. In the Comparator list, select a function.

      3. In the Value field, enter a value that is compared with the field at run time.

         For example, you can test whether a case is older than five days or has an urgency that this greater than fifty.

      4. Optional: To define more conditions, click the Add icon and repeat steps i through iii.

         By default, all conditions in the When section must return a true value before the corresponding routing method is selected. You can change this behavior by selecting different Boolean operators from the list that is displayed next to each condition.

   5. Optional: To define another routing method and corresponding conditions, click + Add condition and repeat steps c through d.

      When you provide multiple sets of routing methods and conditions in your business logic, the first routing method to meet its conditions is selected at run time.

   6. In the otherwise section, define a routing method to use when no conditions return a true value:

      1. In the Action list, select a routing method.

      2. In the Value field, press the Down Arrow key and select the name of an operator or work queue, based on the routing method that you select.

   7. Click Done.

   To provide custom routing options:

   1. In the Route to list, select Custom.

   2. In the Assignment type list, select an activity that creates an assignment.

      Tip: To use a standard activity that is not in the list, configure the Assignment shape in Process Modeler. See: Routing an assignment in a flow.

   3. In the Router field, press the Down Arrow key and select the name of an activity that determines how the assignment is routed.

      For example, you can use the ToDecisionTree activity to route an assignment based on the value that is returned by a decision tree.

      If the assignment is in a swimlane on the flow diagram, configure the assignment and the swimlane with the same router activity. You can access the swimlane by opening Process Modeler.

   4. If the router activity accepts parameters, pass values for those parameters by entering values in the fields in the Parameters section.

7. Click Save.

Tip: Click Configure view to modify the fields on the form that is displayed to the user who processes the assignment.

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