Workflows - Update Case Priority using Update Record

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Posted on by Netbibs

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Hi all,

I'm having problems with a workflow. I am trying to change a case Priority to High when a criteria is met (Timeout until 4 days after Created On; If Status=Active then Update Record...).

To change the case priority I'm using the Update Record (Case) and in the Case Information window, in the Priority field, I have:"

{Priority(Case);High}

I have achieved this using the Form Assistant by selecting

Operator = Set to;
Look for = Case then Priority
Clicking on Add
Selecting the Default Value of High, and with my cursor in the Priority field clicking on OK.

Sooo.. is this the way to update the Priority to High in a Case - even when I create it as an indepent process which I run manually it isn't working.

Can anyone tell me what I'm doing wrong?

Thank you

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RuneDaub 3,795 on at

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Re: Workflows - Update Case Priority using Update Record

Could you post a screenshot of a workflow that has been run?

Open a case which should have completed the workflow.. but hasent...

Click Process in the nav pane of the case... and open the workflow..

Screenshot the content of that workflow... Then we can see what part of the steps that doesnt work.

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GL-23071537-0 on at

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Re: Workflows - Update Case Priority using Update Record

Hi there,

You should not need to use the form assistant to set the Priority to High. On the Update form, you can just drop down the Priority list and select High.

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Netbibs 255 on at

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Re: Workflows - Update Case Priority using Update Record

Thank you Rune & Gretchen,

I edited my standalone process and in the Update Case condition I changed the way I set the priority to high - selecting High from the dropdown, as suggested.

I ran the process on a single case, when I click on Processes, Workflows for the case I can see the workflow... initially the status is Waiting for Resource, then it goes to Succeeded.

I would embed an image in the help here... if someone could tell me how to (sorry).

I think this has got to be something fundamentally wrong that I'm doing. The first part of the process works... is there anything else that could influence how the workflow works.

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GL-23071537-0 on at

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Re: Workflows - Update Case Priority using Update Record

To add a screenshot, you just click Use rich formatting down to the right of the Reply button and then a toolbar appears where you can add an image to your post.

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Netbibs 255 on at

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Re: Workflows - Update Case Priority using Update Record

Hi Gretchen,

Thanks for instructions on posting an image. Will use this next time - because when I checked the system this morning, the cases Priority had updated to High - which is the result I want.

So, the method you suggested worked (selecting High Priority, not using the Form Assistant).

I think the key thing I've learnt is that it can take some time (hours) for the whole process to work - by that I mean the Workflow process was showing Succeeded but the Priority did not changed to High until several hours later.

Thank you for your help.

Sarah

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GL-23071537-0 on at

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Re: Workflows - Update Case Priority using Update Record

Hi Sarah,

Glad to hear it! Generally workflows take less than a minute, but take note if you continue to experience longer delays. If you are on CRM Online, you may want to open a case with Microsoft. If you are on-premise, you may be having some issues with your workflows and need some technical assistance to clear them up.

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sandeepc 5,514 on at

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RE: Workflows - Update Case Priority using Update Record

where can i see the update case?? priority

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sandeepc 5,514 on at

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RE: Workflows - Update Case Priority using Update Record

as when i click on information button its not behaving anything

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sandeepc 5,514 on at

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RE: Workflows - Update Case Priority using Update Record

i dnt have case update rule in my crm too

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