Workflow lifecycle management

Workflows are the operating backbone of Case Flow. They define the sequence of work, the status that users see, the actions that move a case forward, the rules that govern progression, and the resolutions used at closure. The visual workflow designer provides a managed way to create and maintain those controls.

This capability translates the organization’s case-handling procedures into the operational sequence used by the application. It connects people, actions, pages, workboards, and timing controls into one lifecycle rather than leaving each team to interpret the next step independently. Because the workflow defines the behavior experienced by every case, it is one of the highest-impact configuration areas in the release and product.

• Define workflow steps, user-facing labels, open and closed states, and step identity.
• Control next steps, transition targets, actions, and progression conditions.
• Manage closing resolutions.
• Use workflow versioning to introduce approved changes without silently rewriting the operating model for cases already in progress.

Steps to enable and configure

• Create or update the workflow in Experience Manager.
• Define the steps, labels, actions, transition targets, and progression conditions.
• Configure resolutions.
• Associate pages and workboards to the relevant steps.

Tips and considerations

• Design for the smallest workable set of statuses and actions; ambiguous choices increase analyst variation.
• Validate that every operational step has an onward path and that high-risk actions have appropriate restrictions.
• Treat workflow changes as change-managed releases and assess their effect on training, workboards, pages, SLA timing, and reporting.