Trying to create a workflow that is triggered by service activities

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Posted on by SWSHarris

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I need to create a workflow that updates the "First Response Sent" field in Cases to "yes" when the first service activity (phone call made or email sent) is completed. I do not want the workflow to run for subsequent service activities. How would I create such a workflow?

I have attempted to create the workflow for the Service Activities entity, but it does not give me the option to set the "then" statement so it will update the "First Response Sent" field, but I can't find how to do this.

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Wayne Walton 13,728 on at

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RE: Trying to create a workflow that is triggered by service activities

There are a few ways to do this.

Create a field on the Case called "First Response Sent". It doesn't have to be visible on the form, but it does have to exist on the entity. Then, create a workflow for phone calls and emails that checks and sees if the Regarding is a Case, and if that Case has the field unchecked. If both of those conditions are true, it kicks off your workflow as a child workflow and then updates the Case attribute "First Response Sent" to "Yes". Then new workflows will always immediately stop. Warning, this will cause a lot of workflows to kick off in your system, but they will be extremely fast, and perfect for deletion on success.

If that isn't viable for some reason, you could a workflow on Case creation that creates the first out-reach Activity and then waits for that Activity to complete. Once it's completed, the workflow can send message you want will send, but never again. However, your users MUST use the Activity you create for them via the workflow or nothing with kick off and your workflow wait condition will be left waiting.

Similar to above, you could make a dialog that kicks off the first response on a Case. You would need to instruct your CRM users to use that Dialog on their first connection, but that is normal process lots of places. You could even have two different ones for phone calls and emails, as you prefer.

Finally, you could write a custom workflow step that looks at a parent Case, then from the parent Case, looks back down at related Activities. Have the custom step return a count of related completed activities. Then make sure your workflow uses this custom step to check if it needs to move forward, by only moving forward if the count equals '0'. Downside, this requires code, and I'm not sure it actually gains you much over option 1. Plus, it has potential performance issues if there are a lot of Activity records to count on cases.

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RE: Trying to create a workflow that is triggered by service activities

This requirement could be achieved by creating workflow as attached below. You would need multiple workflows for different type of activities. They will be fired on update of the activity and should stop if the "First Response Sent" field contains data or equals to Yes.

Hope this helps!

Thanks

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SWSHarris 140 on at

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RE: Trying to create a workflow that is triggered by service activities

Thanks to both of you for the help, really appreciate it.

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