Jadu CXM: Auto-close or Auto-cancel a Case

There may be situations where a case status needs to be transitioned automatically to a final Status based on criteria set by the form builder. We call this an auto-cancellation or auto-closing, depending on the use case. In this article, auto-close refers to both cancellation and closing.

Requirements before Creating Your Rule

To auto-close a case, you need to have a Status, Transition and a Rule.

  1. You may have a final Status already created that you would like case submissions to automatically transition to after a certain period of time (ex. Cancelled, Closed). 
    • If you do not have a Status for submissions to auto-transition to, you need to create one.
  2. You must identify every Status in your workflow that may result in auto-closing - it may be one or two, or it could possibly be all of your initial and normal Statuses, depending on your use case.
  3. After creating or identifying an auto-close Status for your use case, you need a Transition to move submissions to that final Status (ex. Cancel). 
    • If you do not have a Transition for submissions to auto-transition with, you need to create one

Creating a Rule to Auto-Close a Case

Once you have completed all of the requirements in the previous section, determine the criteria for the transition to occur and add them to a Rule. 

A common use case for auto-closing is when a case has been inactive for a certain period of time. For example, you may wish to auto-close a case if no action has been taken on a case for 14 days.

  1. Click the Rules tab.
  2. Click New Rule.
  3. Enter a meaningful Name to describe the action that will occur.
    Jadu CXM Rule Name field with sample text "auto-cancel due to inactivity"
  4. When defines what will trigger the rule. To auto-close a case, a common trigger is Time in Status.
  5. Select the Status you want to transition from. 
    • To add more than one status, click Or to create another When row.
      Jadu CXM Rules, When and Or parameters. Or highlighted.
    • The remaining fields in the row dynamically update to reflect the selected trigger.
      • Example: When Time in Status(Submitted)reaches 14 days.
  6. Then defines a list of actions to perform for each case where the When action has happened.
    • Apply Transition: Select the Transition you wish to apply.
      Jadu CXM Rules, Then section. Apply Transition Cancel selected.
    • Send an email: You may wish to notify impacted users with an email. Learn more about creating Email Templates.
    • Note: Actions execute in the order in which they are defined. 
      • For example, apply transition, then send an email means that the transition will be applied before an email sends to the user.
  7. Click Save.

For more information about rule options, please refer to the vendor documentation about Rules.

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