Workflow Rules and Actions
- Providing immediate and accurate response to contact's queries
- Keeping the contact updated on the progress of a service appointment
- Proper inventory management to ensure field agents have the required resources
- Maintaining knowledge repository to share and record gained experience
- Identifying cross-selling and upselling opportunities
List of Modules Supported
- Addresses
- Assets
- Attendance*
- Companies
- Contacts
- Equipments
- Estimates
- Requests
- Scheduled Maintenances
- Service Appointments
- Service Reports
- Services and Parts
- Time Off
- Time Sheets*
- Trips
- Work Orders
Components of a Workflow Rule
Basic Information
- Module for which the rule has to be triggered. If you want to create the workflow rule for a note, then choose the module whose note the rule has to be triggered.
- Name of the workflow rule
- Description of the workflow rule
Rule Trigger
- Created - When records are created.
- Edited - When existing records are modified.If the checkbox Repeat this workflow whenever a <module_name> is edited is selected and no rule criteria is added, the workflow rule will be executed every time a record is edited, else the workflow rule will be executed only the first time the record is edited.
If the checkbox Repeat this workflow whenever a <module_name> is edited is selected and a rule criteria is added, the workflow rule will be executed every time a record is edited. Otherwise, the workflow rule will be executed only when the rule criteria is satisfied. - Created or Edited - When records are created or existing records are modified.
- Deleted - When certain records are deleted
Rule Trigger based on Field Update
- Any field gets modified: The rule will be triggered whenever any field value is modified.
- Specific field(s) gets modified: The rule will be triggered whenever specific field values are modified.
When you add more than one conditions you can specify whether you want to Execute the rule when any/all of the above criteria(s) are satisfied.
Refer to the table below to know about the operators that can be used in the conditions:
Operator | When will the condition be met? | Field Types Supported |
any value | The value in the field is edited | Single Line Phone Pick List |
the value | The value in the field is edited to the value specified | |
a value which is not equal to | The value in the field is not equal to the value specified | |
a value starting with | The value in the field starts with the value specified | |
a value ending with | The value in the field ends with the value specified | |
a value containing | The value in the field contains the value specified | |
empty | The field does not have a value | |
not empty | The field has a value | |
any value | The date in the field is edited | Date Date Time |
the date | The date in the field is edited to the date specified | |
not the date | The date in the field is not equal to the date specified | |
a date before | The date in the field is before the date specified | |
a date after | The date in the field is after the date specified | |
a date between | The date in the field is between the date range specified | |
a date not between | The date in the field is outside the date range specified | |
tomorrow | The date in the field is edited to tomorrow's date | |
yesterday | The date in the field is edited to yesterday's date | |
till yesterday | The date in the field is edited to a date on or before yesterday's date | |
today | The date in the field is edited to today's date | |
last month | The date in the field is edited to a date in the last month | |
current month | The date in the field is edited to a date in the current month | |
next month | The date in the field is edited to a date in the next month | |
last week | The date in the field is edited to a date in the last week | |
this week | The date in the field is edited to a date in the this week | |
next week | The date in the field is edited to a date in the next week | |
empty | The date field does not have a value | |
not empty | The date field has a value | |
any value | The value in the field is edited | Number Decimal |
a value = | The value in the field is edited to the value specified | |
a value != | The value in the field is not equal to the value specified | |
a value < | The value in the field is less than the value specified | |
a value <= | The value in the field is less than or equal to the value specified | |
a value > | The value in the field is greater than the value specified | |
a value >= | The value in the field is greater than or equal to the value specified | |
a value between | The value in the field is between the range specified | |
a value not between | The value in the field is outside the range specified | |
empty | The field does not have a value | |
not empty | The field has a value | |
any value | When the checkbox is selected/unselected | Checkbox |
selected | When the checkbox is selected | |
unselected | When the checkbox is not selected | |
any value | The value in the field is edited | Multi Line |
- You can specify a maximum of five conditions.
- If the checkbox Repeat this workflow whenever a <module_name> is edited is not selected, and the condition is satisfied, then the rule will be triggered the first time the condition is satisfied.
If the checkbox Repeat this workflow whenever a <module_name> is edited is selected, and the condition is satisfied, then the rule will be triggered every time the condition is satisfied. - You can also use custom fields in the rule trigger based on field update.
Rule Criteria
- Matching field(s) - You can specify the matching field values for which the workflow rule should be triggered.
You can specify a maximum of five criteria. - All records - The workflow rule will be triggered for all records of the module.
Actions
Creating a workflow rule
- Go to Setup > Automation > Workflow Rules and click Create Workflow.
- Enter the following details, then click Next:
- The Module for which the rule has to be triggered
- A Rule Name
- A Description of the rule
- Select the rule trigger as Created and click Next.
- Select the rule criteria as To all Request and click Next.
- Click +Function.
- Select Create your own Function and click Next.
- Enter a Function Name and add the function in the Deluge Script Editor. Click Save and Associate to add the function.
Click Save & Execute to add the function and execute the workflow.
You can also add the function if it has already been defined. Select Existing Functions.
Select the required function and click Next. - Click Save.
Editing a workflow rule
- In the Workflow Rules page, select the rule you want to edit.
- Hover over the workflow where you want to make changes and click Edit [
].
- Make the necessary changes and click Save.
Disabling a workflow rule
- In the Workflow Rules page, toggle the Status switch to enable or disable the workflow.
- If multiple work flow rules are created for a module, then these rules will be executed in the order in which they were created.
- The number of workflow rules you can create will depend on your FSM edition.
- When you downgrade the edition of an FSM account from Standard to Free, only one workflow rule will be active (based on the latest modified time). When you upgrade an FSM account from Free to Standard, then the status of previously active workflow rules will be restored.
- Workflow rules triggered by Created, Edited, or Created or Edited will not apply to records that have been added or modified through Data Import.
More Examples
Example 1: Notify the customer of service appointment updates
- Go to Setup > Automation > Workflow Rules and click Create Workflow.
- Enter the following details, then click Next:
- Module: Service Appointments
- Rule Name: Appointment Updates
- Description: Notify the customer when the status of a service appointment changes
- Select the rule trigger as Created or Edited and click Next.
- Select the rule criteria as Only to the Service Appointment matching certain conditions and add a condition as shown below. Click Next.
- Click +Function.
- Select Create your own Function and click Next.
- Enter a Function Name and add the function in the Deluge Script Editor. Click Save and Associate to add the function.
Click Save & Execute to add the function and execute the workflow. - Click Save.
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