Configuring Start Node in Standard Start Workflow

A start node is the starting point of a workflow and no workflow can be created without a start node. In the start node of a standard start workflow, the important decision is made to create or not create cases for each incoming activity. By default, the node is configured to create a new case for activities that do not have a case and for activities which already have a case, associates the activity with the existing case. If the existing case is already closed, the workflow reopens the case and assigns the activity to the reopened case. This is the default configuration of the node and it can be changed to meet your business needs.

A workflow can have only one start node.

To configure the start node in the standard start workflow:

1. From the Partition and Departments dropdown menu, select a department.

2. From the Navigation menu, browse to Business Rules > Workflow > Inbound.

3. On the List page, select Start Workflow - Standard.

4. On the Properties page, on the Diagram tab, click the Start node in the Workflow Editor.

5. In the Add Start Node window, select one of the following options.

6. • Always create a new case for the activity: If you select this options, all options, except for the option to associate cases for activities that have existing cases, in the window are disabled.

   • Create a new case or assign to current case under the following conditions: If you select this option, you can further specify the conditions when a case is to be created.

     1. Specify what is to be done when an activity has an existing case and the case is open. The following options are available:

     1. • Always associate this activity to open case

        • Always create new case

        • If the existing case has been open for more than n number of days, then create a new case else associate to old case: You can specify the number of days to be considered for this option.

     1. Now, specify what is to be done when an activity has an existing case and that case is closed. The following options are available:

     2. • Always reopen the case and assign the activity to the case

        • Always create new case

        • If the existing case has been closed for more than n number of days, then create a new case else associate to the old case: You can specify the number of days to be considered for this option.

   

7. You can associate two cases, if a new case was created for the activity that has an existing case. In the Add Start Node window, select the If a new case was created for the activity that has an existing case, then associate the two cases option.

8. Lastly, select the Cases created in this department can not be accessed and edited by other departments option to enable case isolation. When customers reply to an email for an existing case, the new activity is assigned to the existing case only if it is in the same department. If the case is not in the department, a new case is created, and only the current activity is assigned to the new case.

9. Click the Done button to close the window.

Related Topics

• About Workflow Editor

• Creating Workflows