17.2 Workflow
The Workflow tool allows for the management of collaborative workgroups according to configurable models in the CRM. It is used to interpret a series of procedure rules that are integrated within different functions for information sharing, communication management, and simplifying the transfer of tasks.
The workflow is, in practice, an action that follows a condition that is fulfilled: a "trigger" (triggering factor) gives rise to an automatic action.
A simple example: when a Ticket takes on a certain status, the system reassigns it.
As always, the workflow can only be configured by the system administrator.
STEP 1: Create the workflow for a specific module.
For the module: one-time workflow
From template: workflow created from a template
STEP 2: Configure the workflow.
- enter a name that identifies what you are creating;
- establish the start of the workflow, i.e. when the condition check will be carried out;
- define the condition(s) (if more than one, all must be verified).
With regards to the indication on the start of the Workflow:
|
Only on the first save: |
the condition will be verified only the first time the record is saved; if it is confirmed as true, the operations indicated will be carried out |
|
Until the first time the condition is true |
the workflow is executed only the first time the condition is true |
|
Every time the record is saved |
the condition is checked every time the record is saved (both in creation and editing); the workflow is executed every time the condition is true |
|
Every time the record is changed |
the workflow is triggered with every change made in the record |
Then press the SAVE button.
STEP 3: After saving, the New Operation button appears, so you can configure the type of action that will take place when all the set conditions occur.
|
Create a Task / Event |
An event or task in the calendar will be created, assigned only to the same user of the related entity |
|
Edit a field |
A field of the same form will be modified in the way you establish |
|
Send a mail |
An email will be sent to the recipient and with the content that you establish |
|
Call custom function |
Available only if custom function code side has been developed |
Warning! To send emails, the workflow CRON must be active; see the CRONJOB – Scheduled processes chapter.