Types of actions

In the Actions application, you can create different types of actions. The action type determines the type of action that is activated when the action is encountered in a process, such as an escalation point, service level agreement, or workflow process.

When you click New Action, you can create the following types of actions:
Type of Action Description
Application action

You use an application action to specify that an application action is activated.

When you create an application action, you can specify one of the following actions, if it is available for the specified object:
  • Use APPLYSLA to apply the specified service level agreement.
  • Use CREATECHANGE to create a change work order.
  • Use CREATEINCIDENT to create an incident ticket.
  • Use CREATEPROBLEM to create a problem ticket.
  • Use CREATERELEASE to create a release work order.
  • Use CREATESR to create a service request ticket.
  • Use CREATEWO to create a work order.
  • Use REVERSEINVOICE to create a reverse invoice from a workflow process or from an escalation. You can specify a status for the reverse invoice of either APPR (Approved) or PENDREV (Pending Reversal).
  • Use WFACCEPT to create a workflow auto-accept that accepts the record, and routes it to the positive path in the workflow process.
  • Use WFREJECT to create a workflow auto-reject that rejects the record, and routes it to the negative path in the workflow process.
  • Use WFESCALATE to escalate the record in the workflow process, and change the assignment to its escalation role.
  • Use WFINITIATE to initiate a workflow process.
Change status action You use a change status action to specify that the status of the record is changed. You define the outcome of the status change in the Value field.
Custom class action You use a custom class action to specify that a custom class file is executed. You define the name and path of the class file in the Value field.
Command line executable action You use a command line executable action to run the program that you define in the Value field.
Action group You use an action group to specify that a sequence of actions is executed.
Set value You use a set value action to specify that the value of a specified field is set.

You can change an action, delete an action, or copy an action. Actions are not copied when a workflow process instance is created. Changing an action affects all process instances that use the action, including existing process instances.