Access Workflow settings
- Go to Settings
- Select Workflows
Here you can:
- Deactivate or activate a workflow
- Edit a workflow
- Change workflow settings
Changes to workflows will be made system-wide and for new cases only.
Create a custom workflow
- Click Add Custom Workflow
- Enter a workflow name and description
- Click Save
See more on Custom Workflows here.
Add workflow steps
- Click New Step
- Enter:
- Step name
- Optional instructions
- Add components such as:
- Case actions (e.g., assign admin, set priority)
- Notes
- Attachments
- Tasks
- Escalations
- Templates
Set workflow rules & conditions
You can configure workflows to apply automatically based on conditions such as:
- Case type
- Location
- Other case fields
You can also enable Vera to recommend workflows during case creation.
Rule-enabled workflows will be applied to new cases automatically if applicable conditions are met. If a case is later edited and a new condition is met the applicable workflow will trigger upon submission.
Activate or deactivate workflows
- Toggle workflows on or off from the configuration page
- Changes apply to new cases going forward
Want to edit an existing prebuilt workflow?
Check out this guide here.