Name: Adding an Action through Workflow in SAP SuccessFactors Incentive Management
Uploaded: 2019-7-11
Duration: 256 s
Description: This video will demonstrate how to add transitional and non-transitional actions to the Actions panel on a Case in Workflow.

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<div><div><div><div>This video will demonstrate how to add transitional and non-transitional actions to the Actions panel on a Case in Workflow.</div></div></div></div>

Adding an Action through Workflow in SAP SuccessFactors Incentive Management

Hello, my name is Amy. In this video, I'll show you how to add a transitional action to a workflow. Actions are operations that users perform in a workflow case. For example, an action can reassign a case, attach a document to a case, or move the case to the next status. Administrators can specify which actions are available for each status in a workflow. They also specify which users have permission to execute the actions. There are two types of actions in a workflow, transitional and non-transitional. Transitional actions move the case to another status and allow the case to move forward or backward in the workflow. Non-transitional actions don't change the status of the case. When configuring most actions, you can define either default or custom settings. Default settings apply to all actions of the same type in the workflow. Custom settings apply only to the specific action you're configuring. Administrators have two ways to add new actions. First, from the Actions panel within the case, click Add New Action. The second way is from the Workflow Transition Matrix in the Setup Portal. Adding a new action from the Actions panel is a fast and easy way to add a non-transitional action. For example, in this RMA case, in the Review Status, there are several actions available. From here, I'm going to click Add New Action. The Add New Action workspace displays. Notice the From status and the To status indicated with green arrows. Both statuses are the Review status. If I create an action from here, the case will go from the review status to the review status, meaning it's non-transitional. Now, I'll show you how to create a transitional action, or an action that will change the status of the workflow. To do this, from the setup portal, I'll hover over Processes and then click Workflows. I want to add the action on the RMA workflow, so I'll click Edit on the RMA row. The Workflow Transition Matrix displays. Remember, I want to make this action available when the case is in the Review status. The action I'm going to add is Close Case, and it will transition the case to the Close status. I'm going to find the Review status on the left-hand side of the matrix. Keeping in mind that the statuses listed on the left are the statuses I'm moving away from, and the statuses across the top are the statuses I'm moving toward, I'm going to find the edit icon that intersects the review status on the left and the close status on the top row of the matrix. Now, I'll hover over the Edit icon. To add the action, I'll click Add More Actions. This brings me to the Add New Action workspace. To make edits to this action, I must be sure that Use Custom Settings is selected. Otherwise, the system will use the default settings for this action. Once again, the green arrows indicate which status I'm moving from and which status I'm moving toward with the action. The action I configure here will go from the Review status to the Close status. The next thing I must do is select an action type. I'll select Close. In the Action Name field, I'll give the action the name Close Case. I can select who can execute the action by selecting System Roles or Permission Groups. In this example, I only want to allow the Case Assignee or the Case Owner permission to close the case. Now, I'll click Save. Let's go back to the case and see the results of the action being added. The Close Case action has been added to the Actions panel. Users who have permission can close this case using this action, sending the case to the Close status. Thank you for watching.