Routines are sequences of automated actions performed when a case reaches a trigger point. In the configuration for a case you can select a trigger point, then create a list of actions that should be performed. A case can have multiple trigger points, each starting a different routine and it is possible for the actions in one routine to trigger another.
Configuring a Routine
Routines have a dedicated section in the case configuration manager:
Here you can see existing routines, which can be edited, and also create new ones:
You can add and update routines at any time and your changes will be picked up by active cases.
All routines start with a trigger. This is the point in the case that will cause the routine to run.
Note that the number of times you can use a trigger in a case will vary, depending on other settings. For example, if there is only one group a case could possibly be reassigned to, and you create a routine using the reassign trigger, you won't be able to create another routine using the reassign trigger. If there were multiple groups the case could be reassigned to, you could create a routine for each group.
The routine will run when the case is raised. This happens before the case is assigned to a user so the reassign action is not available (you can assign new cases to users dynamically without routines, see the Assigning and Claiming Cases documentation).
This trigger includes escalations from breached SLAs and manual escalations.
Before you can set up this trigger you'll need to enter at least one group in the "reassignment groups" configuration section. The routine will run when the case is reassigned to your chosen group.
Pick an existing stage, set in the "stages" configuration section. When the case is changed to this stage, the routine will run.
Pick an existing status, set in the "status" configuration section. When the case is changed to this status, the routine will run.
The routine will run when the case SLA is breached. SLAs can only be breached once.
Pick one of the tasks that have been set up for the case. When the case manager creates the task, the routine will run.
When the chosen task is completed the routine will run.
If the chosen task is cancelled the routine will run.
When you first set up a trigger the configuration manager will guide you through to the actions section. Pick the action you'd like to be performed. Once you've set up one action you can add more at any time.
All actions include a "description" field. This description only appears in the configuration to help you identify the action and what it does.
The note will appear in the case history. You can choose whether it's public or private and the name it will appear to come from (which needn't be a real user).
Pick the user group the case should be reassigned to and the reassignment reason. Both of these drop-down fields are populated with options from elsewhere in the configuration manager - the reassignment groups from the "Groups" section, the reassignment reason from the "Reasons" section.
Pick a stage that has been configured for the case. The optional note will appear as a private note in the case history alongside the new stage.
Pick a status that has been configured for the case. The optional note will appear as a public note in the case history alongside the new status.
Clear, Set, Pause and Resume SLA
These actions let you modify the case SLA. They each write an optional private note into the case history. If you set a new SLA it will start counting from when it is set, not from case opening time.
This action closes the case. You'll need to pick one of the configured close reasons and can add an optional closure note. The closure note is public and visible to the user who raised the case.
The history below has been written as a result of a routine.
The trigger was the creation of the "Site visit" task. It performed the following (reading bottom to top in the image above):
- Added a public note
- Paused the case SLA which included a private note
- Changed the case status
The topmost/final entry summarises the actions performed.