Optional Business Process Events

User Actions

User actions supplement the tasks users can do as they work on a case. User actions allow users to leave the primary path of a case to complete another process. The key is that the user makes the determination to execute the user action; the user action is not automated.

For example, a customer gives you a new cell phone number while you are processing the car details of an Auto Loan. You can use the Update Contact Info user action to update the number. By using the user action, you do not need to move the Auto Loan case to an earlier step or stage.

Guidelines for Defining User Actions

1. Should the user be allowed to update the information at any time during a case or stage?
2. Do you need multiple steps to update the information?
3. Can the information be updated in a single screen?

User Action — Optional Process

 You use an optional process when multiple steps are needed to update information. An optional process allows a user to run a new process from within the case. The only difference between an optional process and the other processes in a case is that the user determines when the optional process is executed.

An optional process allows a user to perform a series of tasks outside of the primary path of a case. After completion of the optional process, a user may or may not return to the primary path.

For example, in a commerce application you could have a Cancel Order optional process that allows the user to cancel an order as long as it has not been shipped.

User Action — Local Action

 You configure a local action when the case information can be updated in a single screen. A local action allows the user to make a change but not interrupt the processing of the case. Think of a local action as a screen that is accessible to the user. A local action allows the user to perform a single task outside of the primary path of a case. After completion of the local action, the user returns to the primary path of the case.

The Update Contact Info example illustrates using a local action. You want to give the users the ability to change a customer's contact information at any time in the case, but you do not want the users to lose where they are in processing the case.