Workflows are used to:
define how users work a case, what they are allowed to do.
determine when notification emails should be sent.
set the initial state of the case when it is created, for example what list items are selected by default when a case is created.
Typically a new workflow is needed for each survey in your project. Or, you may need more than one workflow to trigger case creation based on different survey criteria.
Workflow Built-in Attributes
There are some workflow attributes that come built-in, independent of Lists that you have configured.
Deadline
Indicates when a case is considered Overdue.
Enabling the deadline attribute ensures that if a case is not resolved within the deadline time period then:
the case visually appears as "overdue".
case overdue reminder emails are sent (based on Workflow Case Roles).
When set to , you can customize when a case is considered as overdue. Enter the number of days after a case is first created before it is considered overdue. If cases are not attended to on weekends (Saturday, Sunday), then check Skip weekends; weekends will then be ignored.
For example, the image below shows a case using a deadline of 3 days and with skip weekends checked. If a case was received on Thurs March 1, it would not be considered overdue until Wednesday March 7 (Days=Friday, Monday, Tues). After the deadline is reached the case is considered overdue.
Cost - How valuable is this case?
If it is relevant to the workflow you can give users the ability to enter a numeric cost associated with the case. If this feature is set to , users can enter any positive whole numeric value into the field (e.g. 0+).
You can also add a default cost that will be applied when the case is created; more importantly, this will be the minimum value that can be entered.