Defining local actions for a case type

You can define flow actions that users can perform while a case is in any stage or step of the life cycle. By allowing users to choose when additional processing is needed, you can support out-of-sequence events in a case.

  1. In the Explorer panel, click Case types, and then click the case type that you want to open.
  2. On the Workflow tab, click Optional actions.
  3. In the Case wide actions section, click + Action.
  4. To create a new local action, click Collect information, and then replace the default label for the action with an action name.
  5. To reuse an existing local action, click More > User actions, and then select one of the following actions:
    • Adjust goal and deadline — Changes the goal and deadline for the current step of a case.

    • Transfer — Reassigns the current assignment to a user or shared work queue.

    • Edit details — Updates case information that was collected from steps in each stage of a case.

    • Create tasks — Adds tasks to the worklist of a user.

    • Change stage — Moves the case to another stage in the life cycle.

      When you select this option, open assignments are not resolved.

    Note: Local flow actions do not move a case closer to resolution.
  6. Optional: To control when users can perform the action, press the Down Arrow key in the Allowed when field and select the name of a when condition.
  7. Click Save.

At run time, local actions are displayed in the header of a case.