Configure a Case monitoring service workflow

The Case monitoring service workflow can monitor when new cases are created and then automatically start a case activity or a customized workflow.

Create a Case monitoring service workflow

You can create a Case monitoring service workflow in WorkZone Configurator. See Service workflows in the WorkZone Configurator Administrator Guide.

Prerequisite: You must create one or more rule sets that define on which cases, a case activity or a workflow will start. See Creating rule sets.

Open WorkZone Configurator.
Go to Process > Service workflows.
Point to the Case monitoring service workflow that you just created, and click Edit parameters to configure the service workflow.
Enter values for the parameters.
Click Save.

Name	Description	Sample value
WatchInterval	The interval in seconds between checking for new cases. A value of 60 – 300 seconds is suitable in most cases.	60
ProcessOwner	The name of the contact that will be assigned as process owner of the case activity or workflow that will be started.
RuleSet	The name of the set of rules that determines on which cases a case activity will start. If the rules are met, the case activity or workflow starts. See Creating rule sets.
FetchInterval	The interval in seconds between identifying a case and starting case activities or processes. The minimum interval is one second. By default, the parameter is set to one second. Example: When the Case monitoring service workflow starts new case activities every second, it may result in resource issues. You can reduce the resource load by setting the value to, for example, 60 seconds so that case activities will be created every minute instead of every second.
RunParallel	Turn on this parameter, if you want to optimize the capacity by running the service workflow in simultaneously on all available servers with an agent profile.