Creating rule sets

Rule sets define on which new cases, a case activity or a workflow will start. A rule set consists of: 

  • Name and description of the rule set and optionally, a start and an end date.
  • Rules that are based on saved searches.

Create rule sets

One or more saved and shared searches. The searches must be shared with the organization. You create, save, share searches using WorkZone Client. See Save and reuse search lists in the WorkZone Client User Guide.

  1. Open WorkZone Configurator.
  2. Go to Process > Rule sets.
  3. Click Create rule set.
  4. Enter a name and a description in the Create rule set dialog box, and then click Save.
  5. Click Create to create a rule that will be included in the rule set. For each rule that you add, you need to specify the following parameters:
Name Description

Search

Select a saved search that you want to use to find cases to start a case activity or a workflow on.

Priority

Enter priority, if you have more than one rule in the rule set. The rules will be applied according to the order specified by the priority.

Process

Select which process you want to start. In this release, you can only select case activities or workflows without mandatory parameters.

Duration

Enter the duration of the case activity. The duration is used to calculate the deadline of the case activity. The deadline will be calculated as the time when a case fulfills the rule + the duration.

You can use the following relative date and time stamps to specify the duration:

d days/dage
t timer
h hours

Examples:

Duration The process deadline will be...
+5d 5 days after a case fulfills the rule.
+2h 2 hours after a case fulfills the rule.
+5d2h 5 days and 2 hours after a case fulfills the rule. Note that you must write the number of days followed by the number of hours in this order.

If you do not specify a duration, the case activity will be started without a deadline.

If the duration is invalid, for example +0d, which is now, the case activity is stopped and an error is written in the Event Log.
  1. Switch to Enabled to start using the rule.

Important: If you make changes to a rule set, which is already used by a case monitoring service workflow, you must disable the service workflow, wait a couple of minutes, and then enable it again to apply the change. You can check the Event Log to make sure that the service workflow is actually stopped before you enable it again.