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Administrator Guide
Last Updated: 2023-06-23
Steps: Set Up a Business Process Step to Create Cases

Steps: Set Up a Business Process Step to Create Cases

You can configure a step in your custom business process to create and assign cases automatically, further streamlining the case creation process.
  1. Access the
    Edit Tenant Setup - Help
     task.
    In the
    Business Process Case Creation
     section, enter a default external case contact.
  2. Select
    Business Process
    Edit Definition
     from the related actions menu of your business process.
  3. Select an
    Effective Date
     for when the business process definition changes take effect.
  4. Create a new step.
    Select
    Service
     as the
    Step Type
    .
    In the
    Specify
     field, select
    Create Case
     as the service type.
  5. Click
    OK
    .
  6. Click the
    Configure Create Event Service Configuration
     button.
    (Optional) Enable the setting to block the business process until the case is resolved.
    Select the worker that the business process creates the case for.
    (Optional) Select the worker that the business creates the case about.
    Select the type of case that the business process creates.
    Enter the case title that the business process creates.
    (Optional) Enter the case description that the business process creates.
The customized business process now automatically creates cases based on your Create Case service step configuration.