Case monitor

The Case monitoring service workflow can monitor newly created cases and automatically start a case activity or a workflow without mandatory arguments. The case activity or workflow starts if a case fulfills a predefined rule set. The rule set determines which cases to start a case activity or a workflow on and optionally a duration. Rule sets are based on saved searches that you create using WorkZone Client.

Prerequisite: If you want a case monitoring service workflow to start a case activity list that contain SendSmartPost activities, the WorkZone PDF Engine must be installed both on the web server and the agent server. It is not sufficient to install it on the web server only.

The reason for the agent server installation is that when a case monitor service workflow starts a case activity list, the case activity list is started by the agent server that runs the service workflow. If the case activity list contains SendSmartPost activities, the SmartPost processes will also be started on the agent server. Because SmartPost processes require the PDF Engine to generate PDF documents, it must be installed on the same server as the case monitor service workflow.

You create and configure Case monitoring service workflows and rule sets in WorkZone Configurator.

You must complete the following steps to set up a Case monitoring service workflow:

  1. Create, save, and share saved searches.
  2. Create a rule set and one or more rules to add to the rule set.
  3. Create a Case monitoring service workflow.
Note: In this release, you can only start one case activity list or one workflow per created case.