Whether it’s an investigation or documentation, teams benefit from following a consistent case management process. The default workflow is available to ensure important steps like assigning an admin and setting priority are never missed.
Default Workflow Logic
This workflow is applied by default when no other workflow applies.
This includes:
- All inbound cases
- Admin cases when no other rules or Vera suggestions apply
Admins with workflow configuration settings can also create a rule for when the default workflow should be applied.
Notes and attachments
Notes and attachments added in the default workflow will sync automatically to the Notes and Attachments section of the case.
Configuration & customization
The default workflow can be customized by your team. By default, the workflow will consist of four basic steps:
- Assign and Set Priority
- Add Documentation
- Add Note
- Resolve
Customization to the default workflow can be done in your Workflows settings.