CRM workflows

The CRM Workflow provides automated email notifications directly from CRM, with or without ION integration. The CRM based trigger conditions and corresponding notification template are defined in the CRM Workflow Definition form.

To access the CRM Workflow Definition detail view:
  • Click Integrations on the Navigation bar.
  • Click CRM Workflow in the Integrations list view.
  • Click the Workflows tab, and click the Workflow Name.
Note: Changing the trigger type after specifying trigger conditions may require you to clear the existing conditions to continue.

Information fields

You can view and modify the following information:

Property Description
Workflow Name The unique workflow name as defined in the ION Desk Workflow editor.
Description A brief description of the workflow’s purpose.
Active Select the Active checkbox to enable the workflow.
Owned By Defines the entity property used for notifications to the data owner.
Entity Defines the primary business entity or data content for the workflow.
Initial Delay (Optional) Specify a number of minutes by which to delay the start of the workflow when additional work may be required by the user. For example, to prevent triggering a workflow when a user may perform consecutive edits.
Manual Trigger Selected by default, the Manual Trigger option indicates the CRM workflow is manually triggered, not based upon any conditions being met.
Note: If selected, the Edit Condition option is not available.
Auto Trigger

Select the Auto Triggered option to enable active monitoring of inserted or updated data content based on the trigger condition. See Setting Trigger Conditions for CRM Workflow.

Note: You must select at least one of the Trigger on Insert or Trigger on Update options for the CRM workflow to be triggered.
Trigger on Insert

Select the Trigger on Insert check box to enable active monitoring of inserted records based on the trigger condition.

Note: This option is only available if the Auto Trigger option is selected.

To specify conditions, click the Edit Condition button. See Setting Trigger Conditions for CRM Workflow.

If a trigger condition is not defined and Trigger on Insert is selected, then the workflow is triggered when a record is created.
Trigger on Update
Select the Trigger on Update check box to enable active monitoring of updated records based on the trigger condition.
Note: This option is only available if the Auto Trigger option is selected.

To specify conditions, click the Edit Condition button. See Setting Trigger Conditions for CRM Workflow.

If a trigger condition is not defined and trigger and Trigger on Update is selected, the workflow triggers when a record is updated.
Date Trigger Select the Date Trigger option to specify a trigger based on a date condition.

You must set a trigger condition. Click the Edit Condition option to specify the date condition and any additional conditions. See Setting Trigger Conditions for CRM Workflow.

The workflow triggers when the date condition and any other specified conditions are met.

For example, trigger the workflow when the Estimated Close is 30 days after the current date.
Reset trigger if date is updated This option is available and selected by default only if Date Trigger is selected.

When selected, if a record that triggered the workflow is updated to meet the date trigger criteria, the CRM Workflow triggers again.

Example: An opportunity workflow date trigger condition is set to trigger when the Estimated Close is 30 Days from the current date. An opportunity that meets the criteria triggers the workflow. The Estimated Close date for that opportunity is updated to a date in the future. If the “Reset trigger if date is updated” option is selected, the workflow triggers for that opportunity again when the updated Estimated Close is 30 Days from current date.
Schedule Trigger
Select the Schedule Trigger option to specify a trigger based on a schedule and any additional conditions. Schedule options:
  • Every specified number of hours
  • Every day at a specified time
  • Every week on a specified day at a specified time
  • Every month on a specified day at a specified time

You can also specify a start date and/or end date or leave both blank to run from the time the schedule trigger is saved without an end date.

You must set a trigger condition. Click the Edit Condition option to specify the date condition and any additional conditions. See Setting Trigger Conditions for CRM Workflow.

Once saved, the workflow triggers according to the schedule and creates a workflow instance for each record that meets the specified conditions.
Note: This may result in multiple workflow instances if a record meets the conditions each time the schedule runs.
Trigger Condition

Indicates the data content required to start the execution of the workflow. CRM starts the workflow when the conditional requirements are met by new or updated data content.

Click Edit Condition to define the condition by selecting an entity property, selecting an operator, and then providing the constant value for the entity property to be compared with. Complex trigger conditions are built using the Add icon, ‘+’, to include an additional statement. For more information, see: Setting Trigger Conditions for CRM Workflow
Note: Trigger conditions may be specific to the selected trigger type. If you change the trigger type after specifying trigger conditions, you are asked if you want to clear the existing conditions and continue.

The CRM Workflow trigger condition is met when all conditional statements are true.

CRM Workflow Detail View Tabs: