Started by an action, a workflow is a predefined set of activities that completes a complex set of instructions. When started, a workflow runs all of its activities until it reaches its conclusion.

If you have permission, you can view the status of case workflows. From within the case page, click Actions and select Workflow Status to open the Workflow Status window.

The workflow status can be Running, Completed, Suspended, or Terminated.

A Suspended workflow can occur when the case closes before the workflow completes. Reopening a case resumes the workflow. You can permanently terminate a workflow if it is suspended and you do not plan to reopen the case. You can also terminate a workflow if you find that it does not complete in an expected amount of time and is preventing the completion of the case. Normally, you should not terminate a workflow in an open case.

When terminating a workflow, you can add a reason for stopping the workflow. This text displays when a user hovers over the workflow status.

Multiple objects in the same case can start the same workflow, which causes multiple instances of the workflow to appear in the status table. To understand which object caused each workflow, hover over the Object/Object Details in the workflow row for additional information, such as the specific row in a data table that started the workflow.