Adding Actions to a Case
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Actions are the constituent parts of a Case, i.e. a Case is made up of a flow of Actions.
The Actions that you can add to a Case flow come from a standard menu of Actions, but can be added in any order.
You can add a variety of types of Actions - .
Actions can be manual (i.e. can be carried out by humans and bots) or the can be automatic, e.g. auto sending an email.
You can choose to add a set of instructions to an Action, often a checklist of activities, to track progress within the Action.
All the manual Actions that are added to the process flow are shown under [Action Info] tab, and you can configure their standard attributes there. Additionally, specific types of Action (e.g. Email and Peer Review) Actions have further attributes which are displayed in subsequent tabs in the same location. These will only display once you add an Action of that type to your flow.
Depending on which Action types have been creating in your system, you can add the following types of Action:
- these Actions provide integration with
- these Actions enable the creation of .
- these Actions are carried out by humans or bots
- these Actions allow different members of a team to crosscheck each other's work. They involve two parts: the first part is the "doing" of the Action by one user, the second part involves reviewing to check if the Action was completed correctly - this review is done by a different user.
- these Actions involve the user sending out an email
- these Actions involve the user sending an email and waiting for a response.
- these Actions
- these Actions are used when you need to automatically call out to another system, passing data to it and potentially getting the external system to pass updated custom data back into Enate.
- these Actions wait for a specific Sub-Case to reach completion before allowing the Case to move on to the next Action.
If you need to add additional Actions to your Case, you can do this by:
Clicking on the menu icon on the right of a Step will give you the option to:
Add an Action in series
Add a parallel Action
You then need to choose which Action you want to add to the flow
Clicking on the menu icon on the right of an Action will give you the option to:
Delete the Action
Move the Action up or down within the Step flow
Add further Actions, either before, after or parallel to the selected Action
When adding an Action from another Action, you can choose to add an Action before, after or in parallel to the selected Action.
Once you have added an Action, clicking on the menu icon on the right of it in the flow will give you the option to:
Add further Actions, either before, after or parallel to the selected Action
Rearrange the order of Actions by moving the Action up or down within the same Step
Merge multiple Actions - adding a new merged Action or editing an existing merged Action
Delete the Action
You can also cut, copy and paste Actions within a Case Flow diagram.
Selecting the Action to be cut/copied and pasted in the Flow Diagram will highlight the Action in the Grid below as well.
Clicking on an Action in the Case flow will open the Action Info tab in the info grid and highlight that particular Action in the grid.
Here you can the configure the following settings for that Action:
Setting
Description
Notes
When is it due?
Select a value from the dropdown menu of Due Date ‘flavours’
Mandatory to set live.
Who does it go to?
Select a value from the dropdown menu of Allocation ‘flavours’
Mandatory to set live.
General Settings
Select a value from the dropdown menu of Follow Up ‘flavours’
Mandatory to set live.
Allow Manual Creation
Ticket to display the category as an option on Self Service submission forms. This allows you to show a subset of categories for end user submission.
Main Card
Custom Data for this Case can be displayed on the Case screen at runtime.
Select the Custom Card to be used for displaying this data in the main section of the Case screen.
Side Card
Custom Data for this Case can be displayed on the Case screen at runtime.
Select the Custom Card to be used for displaying this data in the right hand side panel section of the Case screen.
Manual Creation
Checklist
In every tab in the Info Section apart from the Case tab, you can copy and paste data to make configuring attributes quicker and easier.
You can select data from multiple cells and paste that data into selected destination cells.
If you want to copy more that one cell from multiple columns, you must make sure to copy the same number of cells from each column:
If the number of cells you select to paste data to is more than the number of cells you have copied, the data you have copied will repeat itself to fill the highlighted cells.
If the number of cells you select to paste data in is less than the number of cells you have copied, you will only paste data to fill the highlighted cells i.e. if you copy the data from 4 cells but select to paste that data into 3 cells, then only the data from the first 3 cells you copied will be pasted.
If you select to paste data into multiple places, the data that is pasted will begin from the start of the first cell you copied.
The data from the first cell you select will be pasted first:
Action types can be configured in the Service Lines page, see this for more details, or directly from within a Case screen itself.
Add a Condition (click for more details)
(See for more information).
(See for more information).
(See for more information).
Ticking this will make the Action an ad hoc Action that appears in the Case flow. See for more information.
See for more information.
Different types of Action might require additional settings. These can be added in the additional tabs that will appear when these Actions are added to the flow. See for more information.
