8.4.2 Actions

Actions allow users to move case through the workflow which includes analysis, providing evidence, and making recommendations.

Administrators create and define actions, map the action to statuses and then create the workflow Using Workflow Designer.

During action definition, Administrators make decisions like whether the action requires a comment, a reassignment, or a due date. After defining the actions, you must map to the case type. For more information, see Workflow Mapping.

You can create and define actions in the following categories:

• Assign
• Due Date
• Email
• Escalate
• Evidence
• Export
• Monitor
• Print
• Reopen
• Research & Review
• Resolution
• System