Introduction to Workflow Final Task

Go to the iCM Modeller and create a new model.

Set Candidates to anonymous so only anonymous users can complete this workflow.

Add a Start Workflow Action, we then want to add an Exclusive Gateway. The Exclusive Gateway will go to two different Mail tasks.

The first Mail task in my example is for users who selected Potholes from the dropdown, the text for this Mail task is:

• Name: ${form_NAME}'s Pothole Query
• To: ${form_EMAIL}
• Subject: ${form_NAME}'s Pothole Query
• HTML: <p>Thank you for your enquiry (reference ${_businessKey})</p>.<p>A member of our team will review and get back to your Pothole query.</p>

Set the arrow from the Exclusive Gateway to this Mail task as the default flow.

The second Mail task in my example is for users who selected Street Lighting, the text for this Mail task is:

• Name: ${form_NAME}'s Street Lighting question
• To: ${form_EMAIL}
• Subject: ${form_NAME}'s Street Lighting question
• HTML: <p>Sorry we are unable to help at this time through this route, if you wish to discuss this further, please phone us and speak to a customer service representative. </p>

Set the arrow from the Exclusive Gateway to this Mail task as the with a condition with information from the dropdown: ${form_WHATAREA=="streetlights"}.

From the Street Lighting Email connect the End event.

From the Pothole email connect a User task. This example has the following settings:

• Name: ${form_NAME}'s Respond to Pothole query ${form_QUERY}
• Candidate Group: Choose the Workflow group used in the session
• iCM Form: select your Response Form created in the last step

Connect your User task to another Mail task, this example has the following settings:

• Name: ${form_NAME}'s Pothole Answer
• To: ${form_EMAIL}
• Subject: ${form_NAME}'s Pothole Answer
• HTML: <p>In regard to your recent Pothole query (reference ${_businessKey})</p>.<p>We can advise:-<br><br>${form_RESPONSE}<br><br>Please call us on 01234 456789 if you have any further questions.</p>

As you can see this response includes the field ${form_RESPONSE} so the email template will automatically contain the content that the user has put in the response form.

Your model should look similar to the below:

Save and close your model, and then deploy the model to make it a usable process