Enable Automated Case Promotion for Non-Cases

Learn how to configure your Vault to support Automated Case Promotion for Non-Cases.

About the Feature

In 23R2, Automated Case Promotion is now supported for non-Cases. For example, Cases that do not need to be reported to any Health Authorities.

There are two options to enable Automated Case Promotion for the non-Case workflow. You can choose to configure one or both:

  1. Create a custom non-Case workflow and add an entry action to trigger the Automated Case Promotion process when the Inbox Item enters a lifecycle state.
  2. Add a user action on the Inbox Item to manually trigger Automated Case Promotion for a given lifecycle state.

After following the configuration on this page, see Automated Case Promotion for more information.

Create a Custom Non-Case Workflow

A non-Case workflow may vary depending on your needs. The instructions in this section are an outline of the steps.

This configuration includes adding an Auto-Promote to Case entry action to an Inbox Item lifecycle state. If you want to create a new Inbox Item lifecycle state specifically for this entry action, complete the steps in (Optional) Create an Inbox Item Lifecycle State for the Non-Case Workflow first. Otherwise, follow the steps below:

  1. Go to Admin > Configuration > Workflows.
  2. Select Create. A Create Workflow window appears.
  3. Select Object Workflow and then select Continue.
  4. On the Create Workflow page, complete the following information:
    • Label: Enter a name for your custom non-Case workflow
    • Lifecycle: Inbox Item Lifecycle
  5. Save the page.
  6. Follow these instructions to create a change state step. When an Inbox Item enters this particular lifecycle state (for example, “Non-Case”), the Auto-Promote to Case entry action is triggered. Create a step with the following information:
    • Label: Enter a name for the step. For example, “Change State: Non-Case”.
    • Type: Action
  7. Select Create Rule. This rule may vary depending on your needs.
  8. Ensure the rule includes the following information:
    • The action is set to Change State
    • Select the lifecycle state in which you want to add the entry action.
  9. Save the page.
  10. Ensure the workflow is connected from Start to Finish.
  11. Select Make Configuration Active.

(Optional) Create an Inbox Item Lifecycle State for the Non-Case Workflow

Perform the following steps to create a new Inbox Item lifecycle state for the non-Case workflow:

  1. Go to Admin > Configuration > Object Lifecycles > Inbox Item Lifecycle.
  2. In the States section, select Create.
  3. In the State Label field, enter a name for the new Inbox Item state. For example, “Non-Case”.
  4. Save the page.

Add the Auto-Promote to Case User Action for Inbox Items

Perform the following steps to add the Auto-Promote to Case action on Inbox Items:

  1. Go to Admin > Configuration > Objects > Inbox Item > Actions.
  2. Select Create. A Create Action window appears.
  3. Select Auto-Promote to Case and then select Continue.
  4. Save the page.

Perform the following steps to enable the Auto-Promote to Case action on specific Inbox Item Lifecycle States:

  1. Go to Configuration > Object Lifecycles > Inbox Item Lifecycle.
  2. In the States section, select the relevant lifecycle state.
  3. In the User Actions section, select Edit.
  4. Add the Auto-Promote to Case user action:
    • Always > Auto-Promote to Case
    • Action Label: Auto-Promote to Case

    auto-promote-to-case-user-action

  5. Save the page.