Configure a Case monitoring service workflow

The Case monitoring service workflow can monitor cases and 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.

Configure a Case monitoring service workflow

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

Name	Description	Sample value
WatchInterval	The interval in seconds between checking for 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 simultaneously on all available servers with an agent profile. Note that this parameter is not relevant in cloud and on-premises container-based setups.
CasesCreatedFrom	Enter a start date from which the Case monitor should search from. Use this parameter if you want to monitor cases that were created before the service workflow was started. When set, the service workflow ensures that a case activity or workflow is not started on a case if it has already been started. The date that you set in the CasesCreatedFrom parameter may conflict with a search criteria defined in the search that you have specified in the rule set. For example, if the search contains a relative date search Created => today - 2 days, which finds cases that are not older than today - 2 days, and you set the date in the CasesCreatedFrom parameter to a date in the past, the date in the CasesCreatedFrom parameter will be ignored. We therefore recommend not to use CreatedDate as a search criterium. If you leave the parameter empty, only the cases that were created after the service workflow was started will be monitored.

6. Click Edit and turn on Enabled to start the service workflow.