View and edit a workflow's details, statuses, steps, rules, and history by clicking a row in the Workflows grid to access the workflow's page. This article covers every action you can complete via a workflow's page.

Edit a Workflow

System Administrators can update a workflow at any time. Navigate to a workflow’s page and click the Edit button. 

The workflow's page will now be in edit mode, so you can use the text boxes, picklists, radio buttons, and other data input options to update the basic workflow fields in the top section of the page or the process by clicking the Statuses, Steps, or Rules tabs. When editing a specific status, step, or rule, select its row in the respective grid, then click the Edit button to update the record or the Delete button to delete it. Click the “+” button to add another record to the workflow. See A Rule's Page for details on updating a workflow's rules.

When you finish editing your workflow, click Save at the top of the page. Your changes will be recorded but will not be implemented for cases yet. You will see a banner at the top of the page prompting you to publish the changes. Click the Publish button or "here" in the banner to proceed with your updates.

Before you can delete a status, Case IQ will alert you that you need to migrate any cases currently in that status into another status in the workflow. After choosing the status to which to migrate the cases, the Publish popup message will summarize the changes you made to the workflow. 

As you can set the applicability of workflows with workflow criteria, workflows can get out of sync with cases in several situations:

• New workflows will be applied to any cases that meet the workflow filters, so they will be applied to older cases.
• The workflow filters are updated and is no longer applicable to a case.
• The case fields are updated and now meets a workflow’s criteria.

Case IQ will display a banner on a case's page when a workflow and case are not in sync, so users can refresh the workflows. In the video clip below, a new workflow is applicable for the case after updating the case's details.

Deactivate or Activate a Workflow

By deactivating the workflow, users will no longer see the workflow on any cases, even cases to which it previously applied. If you reactivate a workflow, the workflow history will reappear for cases that already completed workflow steps (see Workflow History). 

To deactivate an active workflow or activate an inactive workflow:

1. Click the page menu on the workflow's page.
2. Select "Deactivate" or "Activate" in the page menu.

Delete a Workflow

If you need to permanently remove a workflow and all associated workflow rules, you can delete it from the Workflow page or from the workflow’s page directly. If you only need to delete a single workflow, navigate to the workflow’s page. Click the Delete button at the top right of the page.

You can also delete multiple workflows from the Workflow grid. Select the checkbox for each row you would like to delete, then click the Delete button above the grid.

View a Workflow's History

The History tab on the workflow's page displays a list of all actions that have been performed on the workflow record, for example adding or updating steps. Case workflow history is not recorded on the workflow's page, but on a case's page history tab (see Workflow History). The History grid cannot be exported as it contains multiple data types.