'Wait for Sub-Cases to Complete' Actions
Last updated
Last updated
A ‘Wait for Sub-Cases to Complete’ Action will wait for a specific Sub-Case to reach completion before allowing the Case to move on to the next Action.
You can tell that an Action is a ‘Wait for Sub-Cases to Complete’ Action because it will say 'Action is waiting for Sub-Case to complete' in the Action's info card.
Once a ‘Wait for Sub-Cases to Complete’ Action has been launched AND the Sub-Case it has been set to wait for has been launched (either manually or through a 'Start Case' Action), the ‘Wait for Sub-Cases to Complete’ Action will move into a state of 'Waiting'.
Once the Sub-Case is completed, the 'Wait for Sub-Cases to Complete' Action will close automatically.
You will be notified of this in the timeline as well.
If the Sub-Case the 'Wait for Sub-Cases to Complete’ Action is set to wait for it not available - either because it has not been launched or because it was resolved before the ‘Wait for Sub-Cases to Complete’ Action was launched, the ‘Wait for Sub-Cases to Complete’ Action will enter a state of 'To Do' and be assigned to a Queue where a user will pick it up and decide how to proceed.
If you then try to set the 'Waiting for Sub-Case to Complete' Action to 'Waiting', the Action will close as the Sub-Case it is set to wait for hasn't been launched.
If the Action is not in a 'Wait for Sub-Cases to Complete' state and the Sub-Case for which it is waiting has been completed, a message will appear as 'Sub-Case is completed' in the Info Card.
If you manually Resolve a ‘Wait for Sub-Case to Complete’ Action, the Action will be marked as Resolved without the Sub-Case having completed.
Please note that if your system has been configured to auto-close a 'Wait for Sub-Case to complete' Action (see here for more information about how to do that) and the Sub Case the 'Wait for Sub-Cases to Complete’ Action is set to wait for is not available - either because it has not been launched or because it was resolved before the ‘Wait for Sub-Cases to Complete’ Action was launched, the ‘Wait for Sub-Cases to Complete’ Action will automatically move to a state of Closed. You will be notified of this in the timeline.
