Process Settings

Basic Information

• Name - Give the process a name.
• Description - Give it a short description.
• Required - If this box is checked, the Process is marked with an asterisk (*) to indicate that it must be completed before the case can be closed.
• Process Control Role(s) - Select one or more Roles who are authorized to start (or stop) this process. If no Roles or selected, then anyone with access to the case can start and stop the process.
• Process Model - Select the template that defines the sequence of steps that make up the process. (The tasks to be performed.)

Process Target

• Target Duration - Specify the numbers of days or hours in which the process will normally be completed. (This field exists for reporting only, to track the number of processes that were within goal or exceeded the target.)
• Target Date will be Calculated from -

• Process Start - The target date is calculated from the date and time that the process is initiated.
• Case Creation - The target date is based on the start-date of the case, regardless of when the process starts.

• Calculate using Business Hours - Clicking this button lets you choose the Business Hours Calendar to use for the target date calculations. Leave it unchecked for a 24/7, 365 response policy.