Mapping Case Actions

Administrators use the Actions Mapping tab to map Non-Status Changing Case Actions to user roles, and case statuses. Mapping actions in this way allows you to restrict which actions are available for users to move cases through the workflow.

Topics:

·        Mapping Actions to Statuses

·        Mapping Actions to User Roles

Mapping Actions to Statuses

When you map Case Statuses to an Action, then that action is only available when a case is in the mapped statuses.

To map the Action to a Status, follow these steps:

1.     Navigate to the Case Actions/Statuses page.

2.     Select the Actions Mapping tab.

3.     Select the Action from the Select Non-Status Changing Case Action drop-down list. The Selected Statuses list is updated with all the available statuses.

4.     Select the Status from the Available Statuses list and move to the Selected Statuses list. You can move multiple statuses at once by using either the Ctrl or Shift button and selecting multiple (or all) statuses from the Available Statuses list and clicking Select  .  You can move all statuses by clicking Select All .

5.     Click Save . A confirmation message is displayed: Saved Successfully.

Reset discards the data entered by you and resets the contents to their original state. Saved changes cannot be reset using this option. This is applicable only when you are editing and want to reset the data.

Mapping Actions to User Roles

When a User Role, such as Supervisor or Analyst, is mapped to an Action, then that particular User Role is allowed to perform the mapped action. Each Action can be mapped to multiple User Roles.  User Roles must also be mapped to an appropriate User Group. See Identity Management for more information.

To map the Action to a User Role, follow these steps:

1.     Navigate to the Case Actions/Statuses page.

2.     Select the Action Mapping tab.

3.     Select the Action from the Select Non-Status Changing Case Action drop-down list. The Selected User Role list is updated with all the available User Role.

4.     Select the User Role from the Available User Role list and move it to the Selected User Role list.  You can move multiple User Roles at once by using either the Ctrl or Shift button and selecting multiple (or all) user roles from the Available User Roles list and clicking Select  .  You can move all statuses by clicking Select All .

5.     Click Save . A confirmation message is displayed: Saved Successfully.

6.     Reset discards the data entered by you and resets the contents to their original state. Saved changes cannot be reset using this option. This is applicable only when you are editing and want to reset the data.