Adding new activities to a case

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An activity organizes work items that must be completed to process a case. Depending on how your solution is set up, you might be able to add activities to a case in one or more ways.

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A solution might provide the following types of activities that you can add at run time:
  • Workflow activities
    It includes a series of steps or work items that need to be completed, along with the role or user responsible for each step.
    You might be able to add automatic, manual, discretionary, or custom workflow activities to a case:
    • Automatic workflow activities are started automatically.
    • Manual workflow activities are started manually.
      Tip: Using the added support for workflow process activities that are designated as manual, you can start a process activity by clicking Start in the Activities tab of the Case Information widget. If the process has a launch UI, the launch UI page is automatically opened when the activity is started.
    • Discretionary workflow activities typically are used for activities that are routinely performed for a case but might not be performed regularly. These activities are predefined for a solution, but are not automatically added to cases. Instead, you add discretionary workflow activities to a case only as necessary.
    • Custom workflow activities address activities that are not typically part of a case. You can define these activities to meet specific case requirements.
  • To-do tasks
    A to-do task represents a simple activity that does not have workflow steps. To-do tasks provide a checklist of tasks that must be done or information that must be collected for a case type. You add predefined discretionary to-do tasks to a case as necessary.
  • Quick tasks
    A quick task represents a one-time activity that is related to a case but not associated with a workflow. You create quick tasks for a case type to help organize your work or address unexpected or one-time tasks.