Rules Overview
System Administrators can program Case IQ to automatically execute tasks, such as updating record fields or assigning responsible users to cases, by creating a "rule". You control all aspects of the rule, such as scheduling the date and time it should be triggered, creating criteria for when rules are applicable, and detailing the tasks that the system will carry out for you. See Add a Rule to learn how to create rules or A Rule's Page for details on updating existing rules.
You can choose to create a rule that is a "workflow" rule type or one of the "standalone" rule types. See an explanation of workflow and standalone rule types in the chart below:
| Standalone Rules | Workflow Rules: |
|---|---|
|
Standalone rules will be triggered independently of a workflow step. You can control how the rule is triggered by selecting one of the two standalone rule types:
|
Workflow rules cause actions to occur alongside a certain step in the defined workflow process. |
| You can add standalone rules for any record type, including cases, parties, notes, files, etc. | You can only add workflow rules for cases. |
| Standalone rules can provide users with constant updates on a case. For example, you can create a rule to automatically send email notifications when a case is reassigned. | Workflow rules will only provide an update when the case progresses through the applicable step. For example, you can set up a rule to send a notification when a case is enters a given step in the workflow. |