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Managing CA/PA workflows
Who is this article for?Administrators configuring CA/PA routing.
CA/PA Stage Edit permissions are required.
When you raise a CA/PA, you determine what work must be performed on it and who must perform the work before the CA/PA can be closed. This is managed using stages and actions.
While this can be set up automatically using CA/PA templates, you may sometimes need to make changes to the CA/PA record directly.
This article shows you where you can add, remove, and order the CA/PA workflow.
1. Managing stages
1.1. Adding a stage
To add a stage:
- Access the CA/PA module.
- Open a CA/PA record.
- Switch to the Workflow tab.
- Click Edit (Pencil icon).
- Click Add Stage.
- Select Stage Type.
- Fill out optional details.
- Click OK.
The new stage will be added to the bottom of the record.
1.2. Editing a stage
To edit a stage:
- Open a CA/PA record.
- Switch to the Workflow tab.
- Click Edit Stage.
- Make required changes.
- Click OK.
1.3. Deleting a stage
You can remove any stage that has not been closed yet from the workflow.
To delete a stage:
- Open a CA/PA record.
- Switch to the Workflow tab.
- Click Delete Stage.
2. Managing actions
2.1. Adding an action
To add an action:
- Open a CA/PA record.
- Click Add Action.
- Set a Target Date.
- Assign an Owner.
- Enter Action Details.
- Click OK.
2.2. Editing an action
To edit an action:
- Open a CA/PA record.
- Expand the relevant stage section.
- Click Edit Action.
- Make required changes.
- Click OK.
2.3. Deleting an action
You can remove any action from any stage that has not been closed yet.
To delete an action:
- Open a CA/PA record.
- Expand the relevant stage section.
- Tick the action.
- Click Delete Action.
3. Ordering workflows
Stages are displayed in the order defined by the CA/PA template but can be reordered at any time.
To reorder the workflow:
- Open a CA/PA record.
- Switch to the Workflow tab.
- Click View Workflow Order.
- Use arrows to move stages around.
- Click OK.
1. Managing stages
1.1. Adding a stage
To add a stage:
- Access the CA/PA module.
- Open a CA/PA record.
- Click Add Stage....
- Select Stage Type.
- Click OK.
The new stage will be added to the bottom of the record.
1.2. Editing a stage
To edit a stage:
- Open a CA/PA record.
- Expand the stage section.
- Make required changes.
- Click Save.
1.3. Deleting a stage
You can remove any stage that has not been closed yet from the workflow.
To delete a stage:
- Open a CA/PA record.
- Expand the stage section.
- Click Delete Stage.
2. Managing actions
2.1. Adding an action
To add an action:
- Open a CA/PA record.
- Expand the relevant stage section.
- Click Add Action.
- Set a Target Date.
- Assign an Owner.
- Enter Action Details.
- Click OK.
2.2. Editing an action
To add an action:
- Open a CA/PA record.
- Expand the relevant stage section.
- Highlight the action.
Alternatively, you can right-click its row. - Click Open Action....
- Make required changes.
- Click OK.
2.3. Deleting an action
You can remove any action from any stage that has not been closed yet.
To delete an action:
- Open a CA/PA record.
- Expand the relevant stage section.
- Highlight the action.
Alternatively, you can right-click its row. - Click Delete Action.
3. Ordering workflows
Stages are displayed in the order defined by the CA/PA template but can be reordered at any time.
To reorder the workflow:
- Open a CA/PA record.
- Click View.
- Select Workflow Order.
- Use arrows to move stages around.
- Click OK.