Workflow rule based on status reason change

Workflow rule based on status reason change

Post by TWF0dCB » Sat, 03 Jun 2006 07:51:01

I am trying to create a workflow in CRM 3.0 that routes a case to a specific
queue when the status reason is changed to a static value of "Development
Review". So far I have not had any luck getting the rule to work. I have
checked the workflow monitor and event viewer and no errors are being
returned. Any assistance would greatly be appreciated.

Here is what I have so far:

When case is created
Case.Status Reason = Development Review
Route to: DevTeam
end if

Workflow rule based on status reason change

Post by Dave Car » Sat, 03 Jun 2006 14:35:59

You can't use a create rule type for this. This rule only fires when
the case is FIRST saved. Unless somebody puts it into that status when
they create it, the email will never fire. What you need to do is:
(a) create a manual rule: call it DevReviewEmail.

In this rule, create a "Wait For" condition (Wait For Status = "Dev
Set the action to: Send email
Save this rule

(b) Create a create rule. There is no condition in this rule, just an
action, which should be to "Exec DevReviewEmail". (The manual task you
just created).

ACtivate them both, and you should be able to then create a case, and
then set the status to DevReview, and have that email fire.

(Note: if the case status could be set to that status multiple times,
and you always want the email to fire, modify the DevReviewEmail rule
to add another action: "Exec DevReviewEmail". This makes this manual
rule recursive, which means it will always fire, each time the case is



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Workflow rule based on status reason change

Post by TWF0dCB » Sun, 04 Jun 2006 03:18:02


Thanks for the assistance. That worked!