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  2. Action and Document Management
  3. Activities

Set up a task to create or update a case
Application task

You can set up a task that creates or updates a case. For each task to create or update a case, you define the case settings. Based on these settings, the case is created or updated. For a new case, you can also define for which record an association is added to the case.

If a task of type Create/update case is run, and the case action is:
  • 'Update existing case', the properties of an existing case are updated with the values as set for the task properties. To find the case to be updated:
    1. The workflow input (from the query or staging table) is checked if it has a CaseDetails or CaseDetailsBase record. If this input record exists and it has a Case ID field that is filled in, this case is updated.
    2. If in step 1. no Case ID is found, the workflow input is checked if it has another input record with a Case ID field. If an input record has a Case ID field that is filled in, this case is updated.
  • 'Create new case', a case is created. The properties of the new case are filled with the values as set for the task properties. The required case category is retrieved from the case categories as defined for the related process flow.
For more information on cases, refer to Case management.


Standard procedure

1. Click Action and document management design.
2. On the Process flows tab, in the list, find and select the desired record.
3. In the list, click the link in the selected row.
4. On the Workflows tab, in the list, find and select the desired record.
5. Click Workflow designer.
6. Sub-task: Create task.
  6.1 In the Tasks section, click New.
  6.2 In the Task field, type a value.
 

Note: To put the tasks in the correct sequence, you can use a number in the task field. For example, if it is the fourth task in the workflow, enter 004.
  6.3 In the Task type field, select 'Action'.
  6.4 In the Action type field, select 'Create/update case'.
  6.5 In the Description field, type a value.
  6.6 Click Save.
7. Sub-task: Set task properties.
  7.1 Click Case action.
  7.2 In the Case action field, select an option.
 

Note: The fields shown on the dialog depend on the selected case action.
  7.3 In the Case process field, enter or select a value.
 

Note: This field is only available if the selected case action is 'Crete new case'.
  7.4 In the Description field, type a value.
 

Note: This field is only available if the selected case action is 'Crete new case'.
  7.5 In the Department field, enter or select a value.
  7.6 In the Status field, select an option.
  7.7 In the Case stage field, enter or select a value.
 

Note: This field is only available if the selected case action is 'Update existing case'.
  7.8 In the Employee responsible field, enter or select a value.
  7.9 In the Note field, type a value.
8. Sub-task: Set case association properties.
  8.1 You can define for which record an association is added to the case.
Make sure the entity type, data source, and field are in line with the data source and workflow input from the query or staging table.
  In the Parent type field, select an option.
 

Note: This field is only available if the selected case action is 'Crete new case'.
  8.2 In the Data source name field, enter or select a value.
 

Note: This field is only available if the selected case action is 'Crete new case'.
9. Click OK.
10. Close the page.
11. Close the page.
Related to Notes

Design workflow

 		 

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