Create IPA Workflow

The Intelligent Process Automation Workflow Builder allows authorized users to create automated workflows that perform predefined actions when specified conditions are met. Workflows can be configured for different OWL entities, such as Cases and OWL Email.

Users can define workflows through a guided, form-based configuration without requiring code. A workflow consists of the entity or action that initiates the workflow, trigger conditions, execution type, and one or more actions to be performed.

Workflow Configuration Overview

The Workflow Builder supports:

Providing a workflow Name and Description.
Selecting the Entity on which the workflow operates such as Cases and OWL Email
Configuring the Response Operation and Organizational Scope.
Defining one or more Trigger Conditions.
Selecting an execution type - Continuous Monitoring: Continues monitoring for changes and executes the workflow when the conditions match.
Configuring one or more Workflow Actions.
Save Workflow for use within OWL.

Create an IPA Workflow

Follow these steps to create and configure a workflow in Intelligent Process Automation (IPA).

Step 1: Open Create Workflow

Navigate to Administration.
Open Intelligent Process Automation -> Create Workflow.

Step 2: Select the Workflow Creation Approach

Under Workflow Creation Approach, Select Entity-First Approach.

The Entity-First Approach allows you to begin by selecting the entity that triggers the workflow and then configure the required conditions and actions and click on Proceed.

Step 3: Enter Workflow Information

Under Workflow Information, provide the following details:

Workflow Name: A unique name that identifies the workflow.
Description: Information about the workflow's purpose, expected outcome, and business use.

Step 4: Select the Workflow Entity

Under Entity Selection, select the entity to which the workflow applies. Currently supported entities are:

Case
OWL Email

The selected entity determines the attributes and trigger conditions available for configuring the workflow.

Step 5: Configure the Response Selection

Configure the Response Selection to define the operation that initiates the workflow. Based on the selected operation, the workflow is triggered when the specified event occurs, and the configured workflow actions are then executed.

Operation Type is the operation that should trigger the workflow based on the selected entity.

For Case Entity:

Create a Case: Triggers the workflow when a Case is created.
Update a Case: Triggers the workflow when a Case is updated.

For OWL Email Entity:

Create OWL Email: Evaluates the creation of an OWL Email record and allows the workflow to be triggered based on the configured email criteria.

The Organizational Scope defines where the workflow applies. The selected scope determines whether the workflow applies across the Organization, to a specific Department, to a specific Role, or to a specific User.

Organization Level: Triggers the workflow across the entire Organization.
Department Level: Triggers the workflow for the configured Department.
Role Level: Triggers the workflow for the configured Role.
User Level: Triggers the workflow for the configured User.

After selecting the Organizational Scope, select the appropriate Department or Role or User(s) to configure it to specific Department or Role or User(s).

Step 6: Configure Trigger Conditions

Under Trigger Conditions, define the conditions that must be satisfied for the workflow to execute.

The trigger conditions determine when the workflow should be executed based on the information associated with the selected entity. The available fields and operators depend on the entity selected in Step 4.

If Case is Selected:

When Case is selected as the workflow entity, configure the Case attributes, operators, and values that determine when the workflow should execute.

Field/Attribute

Select the Case attribute that should be evaluated as part of the trigger condition.

Currently supported attributes include:

Case Name: Evaluates the name of the Case.
Case Number: Evaluates the Case number.
Case Status: Evaluates the current status of the Case.
Record Owner: Evaluates the user assigned as the Record Owner of the Case.
Case Type: Evaluates the type assigned to the Case.
Department: Evaluates the department associated with the Case.
Case Template: Evaluates the template associated with the Case.

Operator

Select the operator that defines how the selected Case attribute should be evaluated against the specified value.

Available operators include:

Equals: Triggers the workflow when the selected attribute exactly matches the specified value.
Contains: Triggers the workflow when the selected attribute contains the specified value. An exact match is not required.
Is Any of: Triggers the workflow when the selected attribute matches any one of the specified values.
Has Owner: Triggers the workflow based on whether the Case has a Record Owner.

Value

Enter or select the value against which the selected Case attribute should be evaluated.

The available value depends on the selected Field/Attribute and Operator. The workflow is triggered when the Case attribute meets the specified condition and value.

Example:

Field/Attribute: Case Type
Operator: Equals
Value: Security Incident

In this example, the workflow is triggered when the Case Type exactly matches "Security Incident".

If OWL Email Is Selected:

When OWL Email is selected as the workflow entity, configure the attribute, operator, action type, and value that determine when the workflow should be triggered.

Field/Attribute

Select the OWL Email attribute that the workflow should evaluate.

Currently supported attribute:

Recipient Email – Evaluates the recipient email address associated with the OWL Email.

Operator

Select the operator used to evaluate the selected attribute.

Currently supported operator:

Equals – Triggers the workflow when the selected attribute exactly matches the specified value.

Value

Enter or select the value against which the selected attribute should be evaluated.

For example, when Recipient Email is selected as the attribute and Equals is selected as the operator, enter the recipient email address that should trigger the workflow.

The workflow is triggered when the selected OWL Email attribute matches the configured operator and value. Once the condition is met, the selected action type is executed for the Email Intake record.

Multiple Trigger Conditions

You can configure multiple trigger conditions to define more specific criteria for when the workflow should be triggered.

Click the + icon to add a new trigger condition.
For each condition, configure the Field/Attribute, Operator, and Value.
Click the − icon next to a condition to remove that specific condition.
When multiple conditions are configured, a logical operator is displayed between the conditions:
- AND – The workflow is triggered only when all configured conditions are satisfied.
- OR – The workflow is triggered when at least one of the configured conditions is satisfied.
Click the AND or OR operator between conditions to switch between them.

For example, if the conditions are configured as:

Case Type → Equals → Security Incident
Case Number → Contains → SRC-

with AND selected, the workflow is triggered only when both conditions are satisfied.

If OR is selected, the workflow is triggered when either condition is satisfied.

Step 7: Select the Execution Type

Currently supported execution type:

Continuous Monitoring: Monitors records for changes and executes when the conditions are met.

Step 8: Configure Workflow Actions

Under Workflow Actions, select the action or actions that should be performed when the workflow is triggered.

Actions for Case Entity

Select an action from the Select Action dropdown.

Currently supported actions include:

Update Case Fields – Updates Case information, such as Case Name, Case Number, Case Type, Department, and Record Owner.
Update Case Status – Updates the Case Status by selecting a new status.
Update Case Owner – Updates the Case Owner by selecting the Department and new Case Owner.
Manual Approval – Configures reviewers at different levels, such as User, Role, or Department, and specifies the required approver count.
Legal Hold Activate – Activates a Legal Hold by providing the active reason and expiry date.
Legal Hold Deactivate – Deactivates a Legal Hold by providing the reason for deactivation.
Create Custom Task – Creates a custom task by specifying the Task Name, Assign To, Due Date, Priority, Reminder Date, and Task Notes.

Configure the required parameters based on the selected action.

Actions for OWL Email Entity

When OWL Email is selected as the workflow entity, select the action to be performed when the configured condition is met.

Available actions include:

Add Record Owner – Assigns a record owner to the Email Intake record.
Update Record Owner – Updates the existing record owner of the Email Intake record.
Manual Approval – Routes the Email Intake record for manual review and approval.

Configure the required parameters based on the selected action.

Add Multiple Workflow Actions

A workflow can include multiple actions, allowing multiple operations to be performed when the workflow is triggered.

To add another action:

Select and configure the first action.
Click the + icon next to the action selection.
A new action configuration is added.
Select and configure the additional action.
Repeat the process to add more actions as required.

Each action can be configured independently with its applicable parameters and execution phase.

Execution Phase

For each workflow action, select the appropriate Execution Phase:

Pre-Approval: The action is executed before the approval stage. If an action requires manual pre-approval, the corresponding record is routed to the Approvals page for review and approval.
Post-Approval: The action is executed after the approval stage.

The execution phase determines when the configured action is performed in relation to the approval process.

Action Parameters

Configure the required parameters for the selected action.

For example, for Update Case Status, specify:

New Status: Select the status that should be assigned to the Case.
Reason: Enter the reason for updating the Case Status.
Notify Stakeholders: Specify whether relevant stakeholders should be notified of the status update.

When multiple actions are configured, each action is executed according to its configured parameters and execution phase when the workflow is triggered.

Step 9: Review and Save the Workflow

Review the workflow configuration.
Verify the selected entity, trigger conditions, execution type, and workflow actions.
Click Save Workflow.

Once saved, the workflow is available to execute according to its configured trigger and execution type.