Jadu CXM: Define the Rules (Workbook)

Rules in CXM are optional functionality most commonly used for sending reminders and auto-transitioning or auto-closing a case.

Auto-Transitioning a Case

  • Cases can be auto transitioned, send emails and update case field values based upon various triggers.
    • Example: Approval Reminder
      • When Time in Status Pending Approval reaches 7 days
      • Then Send an Email to Approver
      • Using the Reminder Email Template
    • Example: Auto Cancellation
      • When Time in Status Pending Approval reaches 14 days
      • Then Send an Email to the Requester
      • Using the Auto-Cancelled Email Template

Conditions and Actions

  • Commonly used options for WHEN:
    • Time in Status
    • Transition Applied
  • Commonly used options for THEN:
    • Send an email
    • Apply transition
    • Set case value or update a field

Additional Resources

Self-Help Guide: Jadu CXM