Results 1 to 4 of 4

Thread: Workflow on inactive case

  1. #1
    Jirvine is offline Junior Member
    Join Date
    May 2011
    Posts
    2

    Default Workflow on inactive case

    I am trying to configure a work flow that will add a task to a case if these conditions are met:

    case status <> Closed
    There is no activity on the case in 1 week.

    I know how to check for the status, but I can't seem to get it to trigger if there are no updates in a week. Is there a way to get it to look for a lack of items being added to the history?

  2. #2
    andopes's Avatar
    andopes is offline A Sugar Hero | Help Forum Moderator
    Join Date
    Jul 2006
    Location
    São Paulo - Brazil
    Posts
    8,335

    Default Re: Workflow on inactive case

    Create a workflow whose value of "Execution Occurs" is "After Time Elapses".
    Specify the time elapse and status.

    Regards
    André Lopes
    DevToolKit / Project of the Month - June 2009
    Lampada Global Services- Open Source Solutions
    Avenida Ipiranga, 318
    Bloco B - CJ 1602
    São Paulo, SP 01046-010
    Brazil
    Office: +55 11 3237-3110
    Mobile: +55 11 7636-5859
    e-mail: andre@lampadaglobal.com

    Lampada Global delivers offshore software development and support services to customers around the world.
    Lampada is proud to be a SugarCRM Gold Partner, revolutionizing Customer Relationship Management.

    I DO NOT answer questions through PM and Email. If you need some help post your question into SugarForum.

  3. #3
    Jirvine is offline Junior Member
    Join Date
    May 2011
    Posts
    2

    Default Re: Workflow on inactive case

    How do I get it to determine that there is no activity though? What field looks at activity on the case? I can't use status because notes can be posted without a status change.

  4. #4
    andopes's Avatar
    andopes is offline A Sugar Hero | Help Forum Moderator
    Join Date
    Jul 2006
    Location
    São Paulo - Brazil
    Posts
    8,335

    Default Re: Workflow on inactive case

    "After Time Elapses" means record not updated for the last x days.
    This way you can trigger a workflow as soon as a record remain x days without update AND status is 'Closed', for example.
    André Lopes
    DevToolKit / Project of the Month - June 2009
    Lampada Global Services- Open Source Solutions
    Avenida Ipiranga, 318
    Bloco B - CJ 1602
    São Paulo, SP 01046-010
    Brazil
    Office: +55 11 3237-3110
    Mobile: +55 11 7636-5859
    e-mail: andre@lampadaglobal.com

    Lampada Global delivers offshore software development and support services to customers around the world.
    Lampada is proud to be a SugarCRM Gold Partner, revolutionizing Customer Relationship Management.

    I DO NOT answer questions through PM and Email. If you need some help post your question into SugarForum.

Thread Information

Users Browsing this Thread

There are currently 1 users browsing this thread. (0 members and 1 guests)

Similar Threads

  1. Replies: 0
    Last Post: 2009-08-06, 09:16 AM
  2. Replies: 2
    Last Post: 2009-06-03, 07:49 PM
  3. Case workflow question
    By chrislynch8 in forum Help
    Replies: 1
    Last Post: 2009-04-08, 06:10 PM
  4. Contact inactive
    By malcolmh in forum Feature Requests
    Replies: 3
    Last Post: 2008-10-15, 01:59 PM
  5. How do i add the Case id to alert emails during workflow??
    By tenaciousd in forum General Discussion
    Replies: 1
    Last Post: 2006-03-28, 01:57 AM

Bookmarks

Posting Permissions

  • You may not post new threads
  • You may not post replies
  • You may not post attachments
  • You may not edit your posts
  •