Set workflow triggers

The screenshots on this page do not all reflect the new web version yet.

In the Triggers tab you enter the trigger parameters that will 'activate' the workflow template to create a workflow instance.

You define a change in state that can be detected by the system, such as the addition of a new case or a change in case status. You can also add conditions to the trigger, so that the workflow only activates if the trigger occurs and the conditions are true.

You specify the trigger activation date. Many workflows set this date as the date that the change in state was detected. However, it can also be set as one of several significant case dates, such as the referral date.

Note that you can add more than one trigger, although usually a workflow only has one trigger.

If you have multiple triggers, be aware of the Limit to single instance setting at A in the details tab.

Add trigger

In the workflow template click the Triggers tab.

  1. Click the New button.
  2. Select the Trigger type from the dropdown list.

    3. Trigger typeDescription
    New case

    Workflow will trigger when a new case is added.

    Modify a case

    Workflow template will trigger when a case is modified.

    If this is selected additional fields appear for you to define the modification.

    You can monitor modification to the case: category, status, Assigned To user, requirement, referral type, outcome and condition.

    You can also be more specific and specify the initial and/or final values that will trigger the workflow template.

    Modify Case Company Role

    Workflow template will trigger if a contact with a specific role is added.

    You can be more specific and target contacts at a particular company, for example when the Bill To contact is a member of the Allianz company.

    If you do not select a company, the workflow template will trigger at a case when any contact is given the role specified.

    Cost threshold reachedWorkflow template will trigger when the costs in a case reach the amount entered
    ManualWorkflow template can be triggered manually from the Tasks tab of a case if the other parameters of the workflow apply.
    Modify custom property

    Workflow template will trigger when the selected custom field is modified in a case.

    If the custom field is of type List, then you can be more specific and specify the initial and/or final values that will trigger the workflow.

    Cost Billed

    Workflow template will trigger if the specified cost is added to a case at the Costs tab.

    You can be more specific and target the moment when this cost reaches a cost threshold.

    Charge code billed

    Workflow template will trigger if the specified charge code is added to a case at the Costs tab.

    You can be more specific and target the moment when this charge code reaches a cost threshold.

  1. Select when the date when the trigger will be activated at the Date type dropdown list. This determines the trigger activation date, also known as the trigger base date, see Time and workflows.

    Date typeDetails
    Trigger dateThe date and time that the trigger occurs, i.e. the date when the requirements of the trigger specifications and its conditions are met.
    This is the most commonly used option.
    Referral dateThe Referral date in the case's Case Details tab
    The time is the start of the business working day
    Date closed

    The Date closed in the case's Case Details tab

    The time is the start of the business working day

    Date opened

    The Date opened in the case's Case Details tab

    The time is the start of the business working day

    Condition date

    The Condition date (Occurred) in the case's Case Details tab

    The time is the start of the business working day

  2. Click the New button on the right to add trigger conditions that control whether the workflow will be 'activated' if any trigger (defined above) occurs.

    You can enter more than one trigger condition and specify that either all or at least one of the conditions need to be true for the workflow to be activated.

    Condition TypeDescription
    CategoryOne or more categories can be selected
    Company in Role

    One or more roles can be selected with all companies or one particular company in any one of these roles

    If you pair this trigger condition with the New Case trigger above, you can only target the client role. The other contact roles are added to a case after the case has been saved, so they are not part of creating a new case. These other contact role conditions can be detected with a Modify Case trigger.

    Note also that this is a condition. There is a trigger called Modify Case Company Role that detects when contacts belonging to certain companies are given certain roles in a case, see above.

    Office One or more Offices can be selected
    TeamOne or more Teams can be selected
    RequirementOne or more Requirements can be selected
    Referral TypeOne or more Referral Types can be selected

  3. Click the Save button.

You can then add further triggers to the workflow if required.