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 enable a Case monitoring service workflow, it begins monitoring cases created after the service workflow is enabled. Alternatively, you can configure a start date and the workflow will monitor cases created from that date onward. Only cases that include a case activity or workflow as defined in the rule set will be monitored.
You must complete the following steps to set up a Case monitoring service workflow:
- Create, save, and share saved searches in WorkZone Client. See Searches.
- Create rule sets in WorkZone Configurator.
- Configure a Case monitoring service workflow in WorkZone Configurator.
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A case monitoring service workflow can only start one case activity or one workflow per case.
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When a Case monitoring service workflow startes a case activity on a case, it will never start the same case activity on that case again, even if the rule set finds it again. However, a another Case monitoring service workflow using the same rule set can start the same case activity once more on the case.
What happens if cases are changed?
If cases are updated and meet the rule set after the Case monitor service workflow start date, they will be included.
A rule set is configured to find cases with:
Case group: 20
Case state: New
The Case monitoring service workflow is configured with a specific start date in the CasesCreatedFrom parameter.
If a case is created without a case state, but the case state New is added later, the Case monitoring service workflow will identify it.