Overview
Case Types in CiviPlus can further assist with automation through timelines and sequences. If there are certain activities that should happen in a certain order, and in accordance with certain timeframes, this can be pre-configured against the Case Type. When a case record (within the context of this article - Sales Opportunity record) is created, this timeline and / or sequence is transferred into a dedicated Timelines tab.
An example could be follow-up deadlines for communication with the record contact. An activity could be pre-configured to set a deadline to send a follow-up email 7 days from the case record creation date. If the deadline is missed, this will appear as an overdue activity in red in the timeline.
Timelines vs. Sequences
A Standard Timeline is automatically added when a new Case Type is created. This contains one Activity: Open Case. This timeline is fully customisable.
You may have different processes that are followed, dependent upon the outcome of an item in the Standard Timeline. Here, you can create Non-Standard Timelines.
A summary of the key features of timelines is:
Set the status of the activity when it is added to the timeline
Offset the activity's date based on another activity in the timeline (the reference)
Set the assignee of the activity
One sequence can also be added to a case type. This also consists of a list of activities in chronological order, with these key differences:
Offsets cannot be used
The activities are not added to a case record all at once. Instead, the first activity is added, and the subsequent activity appears upon completion of the one prior.
In summary, timelines offer the most detailed option for pre-setting activities on a case record, and all are visible at the same time. Conversely, sequences are useful for more passive workflows when the activities are completed by third parties and your team just needs to be able to see where the case is currently.
How to set up a timeline
To amend / create a new timeline against a particular Case Type:
Step 1
Navigate to the menu item for your Sales Opportunity Case Instance. In our example, we will use Pipelines
Step 2
Select Manage *Your Case Instance* Types
Step 3
Select Edit against the case Type you wish to add a timeline to
Step 4
Navigate to the Standard Timeline tab
By default, when a case type is created, a standard timeline tab is also created, with one activity within it: Open Case.
This timeline can be completely customised with any Activity Type that is in your CiviPlus site - whether inbuilt or created by you. See our Case Type example below:
An explanation of each option in the screenshot above:
Activity: Activity Type
Status: The status the activity will have in the case record when it is added to the timeline
Reference: The activity that is used to calculate the Offset value below
Offset: How many days after the reference activity that this activity should be offset by
Select: If there is more than one of the reference activity type in the case record, which should be used to calculate the offset
Default Assignee: Who this activity will be assigned to (this can be manually amended in a case record)
Amending the Standard Timeline vs Creating a New Non-Standard Timeline
If you are amending the Standard Timeline:
Use the Add Activity button to add to the timeline
Use the Bin icon against a row to delete the activity type from the timeline
Use the Four-Way Arrow against a row to drag and drop the rows and rearrange the order of the activity types
Select the Pencil icon on the tab to edit the name of the timeline
If you are creating a new Non-Standard Timeline in addition to having a standard timeline:
Select Add...
Select Timeline
Refer to all of the guidance for Standard Timeline above
How to set up a sequence
To amend / create a Sequence against a particular Case Type:
Step 1
Follow Steps 1-3 in the timeline guidance above
Step 2
Select Add...
Select Sequence
Step 3
Amending the Sequence:
Use the Add Activity button to add to the sequence
Use the Bin icon against a row to delete the activity type from the sequence
Use the Four-Way Arrow against a row to drag and drop the rows and rearrange the order of the activity types
Select the Pencil icon on the tab to edit the name of the sequence