Properties tab of the Provide Information action

Add the Provide Information action to ask someone for information when the service is requested. On the Properties tab, configure the general settings of the action.

Field

Explanation and Tips

Action Name

Optionally specify a friendly name for the action. This name must be unique in the workflow.

Actor

Specify who should provide information. Specify actors manually or use the drop down field to specify them indirectly.

Dynamic actors

You can use placeholders and/or functions to dynamically determine the actor(s) to which the action applies. When the action is executed, these resolve into a specific value. For example, this allows you determine the actor by a previous action or by user input.

  • In the Determine actor based on field, specify the placeholder and/or function that resolves in one or more actor(s). Specify a separator for multiple actors.
  • In the Look up actor with person identifier field, specify the person identifier that identifies the actor based on input from the previous field.
  • In the Action behavior field, specify what should happen to the action.
    • Select Assign to one person on the list to assign someone on the list. However, this may cause a delay in the workflow, for example if this person is away from the office and not able to respond.
      • If there is no preceding action with the same dynamic actor rule, a random actor is assigned.
      • If there is a preceding action with the same dynamic actor rule and one actor was assigned, this actor is assigned.
      • If there is a preceding action with the same dynamic actor rule and multiple actors were assigned, the actor who completed the preceding action most recently is assigned.
    • Select Assign to all people, proceed with first response to assign everyone on the list. The normal workflow continues as soon as someone responds.
    • Select Require all people on the list to complete the tasks to assign everyone on the list. The normal workflow continues when everyone has completed ALL tasks.
    • Select Require response from all people on the list to assign everyone on the list. The normal workflow continues when everyone has provided information. If the action expires or is canceled, the workflow continues with the exception path.

Smart rules

If you select a smart rule of type List of people or People related to subscriber, also specify its behavior:

  • Select Assign to one person on the list to assign someone on the list. However, this may cause a delay in the workflow, for example if this person is away from the office and not able to respond.
    • If there is no preceding action with the same smart rule, a random actor is assigned.
    • If there is a preceding action with the same smart rule and one actor was assigned, this actor is assigned.
    • If there is a preceding action with the same smart rule and multiple actors were assigned, the actor who completed the action most recently is assigned.
  • Select Assign to all people, proceed with first response to assign everyone on the list. The normal workflow continues as soon as someone responds.
  • Select Require all people on the list to complete the tasks to assign everyone on the list. The workflow continues when everyone has completed ALL tasks.

Message

Specify a message.

  • The markup editor supports basic styling functionality like headers, block quotes, color and numbered lists, but also hyperlinks and drag-and-drop.

Send e-mail notification

Enable e-mail notification for this specific action. This sends an e-mail to the user that a message has been delivered in the Web Portal, if you have enabled E-mail Integration (at Setup > E-mail Integration).

  • This option is selected by default. It is also selected in upgraded environments.
  • Clear the option to disable e-mail notification. This prevents unnecessary e-mail notifications, which is useful in actions that send notifications to multiple actors as the result of a smart rule. For example, if you have configured a service with a Provide Information action that is sent to all actors on a smart rule list, and the workflow should proceed with the first response, you probably do not want to send this notification by e-mail. You can prevent this by disabling e-mail notification for this specific action.

Allow user to cancel this action

Allow the user to cancel the action. If the user cancels the action, it fails.

Expiration

Specify when the action expires. If the action has not been performed in time, it fails.

  • You can use placeholders to make the expiration time for the action dynamic.
    • When the action is executed, the placeholder needs to resolve into an integer (e.g. "9"). Invalid input (e.g. "Nine") causes the action to ignore the expiration time. The transaction continues immediately.

Workflow Detail

Specify the level of detail that is shown when people track the service status. Depending on your configuration of this field, the Label field specifies the status information.

  • Select Default to show the behavior configured at Setup > Behavior.
  • Select Status only to show the status of the service.
  • Select Workflow action to show the status of the action.
  • Select Full details to show the status of the action and its actor.
  • Select Use custom label to configure a custom text.
See also

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