Decisions

Introduction to decisions

A decision is a node which allows to automatically route cases based on certain criteria. It has two exit points and a script which determines the exit point used for each case. The script must return true or false. Each return value is represented by an exit point which is connected to the subsequent activities.

Decisions are useful for routing cases or setting overlays based on case or contact data. For example, you can implement a decision which checks the value of a certain field in the case’s contact. If the field value is true, the case is routed to an automatic activity which sets a certain overlay.

Available settings for decisions

The following settings are available for decisions:

• Path:
  Read-only. The path to the decision within the workflow. Used to reference the decision in scripts.

• Technical name:
  Mandatory. The technical name of the decision.

• Label:
  Optional. The localized name of the decision which is displayed in the case history in the Web Client.

• Description:
  Optional. The localized description of the decision.

• Script:
  Mandatory. Script which is executed when the case enters the decision node. It must return true or false to determine which exit point the case takes.

• History visibility:

  Mandatory. Defines on which detail levels the execution of the element is shown in the case history in the Web Client.

  The possible values are:

  • Default
    The display of the execution depends on the global setting (see Case history) for the respective activity type:

    • Manual activity or activity with overlay executed
    • Activity executed after escalation
    • Automatic activity executed

    This is the default value.

  • Only high detail level
    The execution is displayed if High is selected.
  • Medium and high detail level
    The execution is displayed if Medium or High is selected.
  • All detail levels
    The execution is always displayed.
  • Hide on all detail levels
    The execution of the activity is never displayed.

• Skip update event:
  Mandatory. Defines whether the case is updated after executing the workflow element. By default, an update event is triggered to update the case. If there is a chain of elements, you should avoid triggering an update operation after every single element. Select this checkbox for all elements except for the last one to update the case only once, after the last workflow element.