Case monitor

The Case monitoring service workflow can monitor 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. When you start a Case monitoring service workflow, it starts monitoring cases from the newest case that has a case activity or workflow attached that is defined in the rule set.

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: You can only start one case activity or one workflow per case.