Defining local actions for a stage

You can define flow actions that users can run when a case is in a specific stage. By allowing users to choose when additional processing is needed, you can reduce complexity in the life cycle of 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 Stage-only actions section, click a stage name.
  4. To add a new local action, click +Action > Collect information.
  5. To reuse an existing local action, click +Action > More > User actions, and then select an action from the list that is displayed.
    • 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.

  6. Replace the default label for the action with an action name.
  7. 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.
  8. Click Save.

At run time, the flow action is available in the header of a case when the case enters the stage.

Note: Local flow actions do not move a case closer to resolution.