Help center Core configuration Automation, fields & notifications Workflow field reference: actions and exclusions Updated Monday, October 26, 2026 · Marc Staine Use this reference with Configure workflows and automation. Fields depend on the selected record type, event, enabled integrations and released account capabilities. Account-specific records and custom fields come from the editor.ExclusionsSettingWhat it controlsAvailability and verificationOwner NotThis workflow will not run when Owner Not matches the selected value. Input: Multiple selections.Case: all available events. Use the editor’s available choices and test a matching and nonmatching record.Owners Not (Any)This workflow will not run when Owners Not (Any) matches the selected value. Input: Multiple selections.Case: all available events. Use the editor’s available choices and test a matching and nonmatching record.Team Not (Any)This workflow will not run when Team Not (Any) matches the selected value. Input: Multiple selections.Case: all available events. Use the editor’s available choices and test a matching and nonmatching record.Queue NotThis workflow will not run when Queue Not matches the selected value. Input: Multiple selections.Case: all available events. Use the editor’s available choices and test a matching and nonmatching record.Queue Not (Any)This workflow will not run when Queue Not (Any) matches the selected value. Input: Multiple selections.Case: all available events. Use the editor’s available choices and test a matching and nonmatching record.Last Queue NotThis workflow will not run when Last Queue Not matches the selected value. Input: Multiple selections.Case: all available events. Use the editor’s available choices and test a matching and nonmatching record.State NotThis workflow will not run when State Not matches the selected value. Input: Multiple selections.Case: all available events. Use the editor’s available choices and test a matching and nonmatching record.State Not (Any)This workflow will not run when State Not (Any) matches the selected value. Input: Multiple selections.Case: all available events. Use the editor’s available choices and test a matching and nonmatching record.Company Not (Any)This workflow will not run when Company Not (Any) matches the selected value. Input: Multiple selections.Case: all available events. Use the editor’s available choices and test a matching and nonmatching record.Contact Not (Any)This workflow will not run when Contact Not (Any) matches the selected value. Input: Multiple selections.Case: all available events. Use the editor’s available choices and test a matching and nonmatching record.Category Not (Any)This workflow will not run when Category Not (Any) matches the selected value. Input: Multiple selections.Case: all available events. Use the editor’s available choices and test a matching and nonmatching record.Asset Category Not (Any)This workflow will not run when Asset Category Not (Any) matches the selected value. Input: Multiple selections.Case: all available events. Use the editor’s available choices and test a matching and nonmatching record.Severity NotThis workflow will not run when Severity Not matches the selected value. Input: Multiple selections.Case: all available events. Use the editor’s available choices and test a matching and nonmatching record.Severity Not (Any)This workflow will not run when Severity Not (Any) matches the selected value. Input: Multiple selections.Case: all available events. Use the editor’s available choices and test a matching and nonmatching record.Issue NotThis workflow will not run when Issue Not matches the selected value. Input: Multiple selections.Case: all available events. Use the editor’s available choices and test a matching and nonmatching record.Issue Not (Any)This workflow will not run when Issue Not (Any) matches the selected value. Input: Multiple selections.Case: all available events. Use the editor’s available choices and test a matching and nonmatching record.Outcome NotThis workflow will not run when Outcome Not matches the selected value. Input: Multiple selections.Case: all available events. Use the editor’s available choices and test a matching and nonmatching record.Outcome Not (Any)This workflow will not run when Outcome Not (Any) matches the selected value. Input: Multiple selections.Case: all available events. Use the editor’s available choices and test a matching and nonmatching record.Community Not (Any)This workflow will not run when Community Not (Any) matches the selected value. Input: Multiple selections.Case: all available events. Use the editor’s available choices and test a matching and nonmatching record.Tags excludeThis workflow will not run when Tags exclude matches the selected value. Input: Tag or value list. Maximum 2000 characters. Spaces separate values.Case: all available events. Use the editor’s available choices and test a matching and nonmatching record.Tags do not containThis workflow will not run when Tags do not contain matches the selected value. Input: Tag or value list. Maximum 2000 characters. Spaces separate values.Case: all available events. Use the editor’s available choices and test a matching and nonmatching record.Activity Types Not (Any)This workflow will not run when Activity Types Not (Any) matches the selected value. Input: Multiple selections.Case: all available events. Use the editor’s available choices and test a matching and nonmatching record.Activity Subject NotThis workflow will not run when Activity Subject Not matches the selected value. Input: Tag or value list. Maximum 4000 characters. Spaces are permitted inside a value.Case: all available events. Use the editor’s available choices and test a matching and nonmatching record.Activity Subject Not (Any)This workflow will not run when Activity Subject Not (Any) matches the selected value. Input: Tag or value list. Maximum 4000 characters. Spaces separate values.Case: all available events. Use the editor’s available choices and test a matching and nonmatching record.Both Activity Text NotThis workflow will not run when Both Activity Text Not matches the selected value. Input: Tag or value list. Maximum 4000 characters. Spaces are permitted inside a value.Case: all available events. Use the editor’s available choices and test a matching and nonmatching record.Activity Text NotThis workflow will not run when Activity Text Not matches the selected value. Input: Tag or value list. Maximum 4000 characters. Spaces are permitted inside a value.Case: all available events. Use the editor’s available choices and test a matching and nonmatching record.Activity Text Not (Any)This workflow will not run when Activity Text Not (Any) matches the selected value. Input: Tag or value list. Maximum 4000 characters. Spaces are permitted inside a value.Case: all available events. Use the editor’s available choices and test a matching and nonmatching record.NPS Score Not (Any)This workflow will not run when NPS Score Not (Any) matches the selected value. Input: Multiple selections. Choices: Detractor; Passive; Promoter.Case: all available events. Use the editor’s available choices and test a matching and nonmatching record.Customer Roles Not (Any)This workflow will not run when Customer Roles Not (Any) matches the selected value. Input: Multiple selections.Case: all available events. Use the editor’s available choices and test a matching and nonmatching record.Assets Not (Any)This workflow will not run when Assets Not (Any) matches the selected value. Input: Multiple selections.Case: all available events. Use the editor’s available choices and test a matching and nonmatching record.Escalation Type Not (Any)This workflow will not run when Escalation Type Not (Any) matches the selected value. Input: Multiple selections.Case: all available events. Use the editor’s available choices and test a matching and nonmatching record.Company Type NotThis workflow will not run when Company Type Not matches the selected value. Input: Multiple selections.Case: all available events. Use the editor’s available choices and test a matching and nonmatching record.Company Type Not (Any)This workflow will not run when Company Type Not (Any) matches the selected value. Input: Multiple selections.Case: all available events. Use the editor’s available choices and test a matching and nonmatching record.Company Status NotThis workflow will not run when Company Status Not matches the selected value. Input: Multiple selections.Case: all available events. Use the editor’s available choices and test a matching and nonmatching record.Company Status Not (Any)This workflow will not run when Company Status Not (Any) matches the selected value. Input: Multiple selections.Case: all available events. Use the editor’s available choices and test a matching and nonmatching record.Contact Type NotThis workflow will not run when Contact Type Not matches the selected value. Input: Multiple selections.Case: all available events. Use the editor’s available choices and test a matching and nonmatching record.Contact Type Not (Any)This workflow will not run when Contact Type Not (Any) matches the selected value. Input: Multiple selections.Case: all available events. Use the editor’s available choices and test a matching and nonmatching record.Contact Status NotThis workflow will not run when Contact Status Not matches the selected value. Input: Multiple selections.Case: all available events. Use the editor’s available choices and test a matching and nonmatching record.Contact Status Not (Any)This workflow will not run when Contact Status Not (Any) matches the selected value. Input: Multiple selections.Case: all available events. Use the editor’s available choices and test a matching and nonmatching record.Is Holiday NotThis workflow will not run when Is Holiday Not matches the selected value. Input: On/off.Case: all available events. Use the editor’s available choices and test a matching and nonmatching record.Is Holiday Not (Any)This workflow will not run when Is Holiday Not (Any) matches the selected value. Input: On/off.Case: all available events. Use the editor’s available choices and test a matching and nonmatching record.Support Level Not (Any)This workflow will not run when Support Level Not (Any) matches the selected value. Input: Multiple selections.Case: all available events. Use the editor’s available choices and test a matching and nonmatching record.To Not (Any)This workflow will not run when To Not (Any) matches the selected value. Input: Multiple selections.Case: all available events. Use the editor’s available choices and test a matching and nonmatching record.Forum Not (Any)This workflow will not run when Forum Not (Any) matches the selected value. Input: Multiple selections.Case: all available events. Use the editor’s available choices and test a matching and nonmatching record.Modified Last Not (Any)This workflow will not run when Modified Last Not (Any) matches the selected value. Input: One selection. Choices: 1 hour ago; 2 hours ago; 4 hours ago; 6 hours ago; 8 hours ago; 10 hours ago; 12 hours ago; 16 hours ago; 1 day ago; 2 days ago; 3 days ago; 4 days ago; 5 days ago; 6 days ago; 7 days ago; 8 days ago; 9 days ago; 10 days ago; 11 days ago; 12 days ago; 13 days ago; 14 days ago; 15 days ago; 16 days ago; 17 days ago; 18 days ago; 19 days ago; 20 days ago; 21 days ago; 22 days ago; 23 days ago; 24 days ago; 25 days ago; 26 days ago; 27 days ago; 28 days ago; 29 days ago; 30 days ago; 40 days ago; 50 days ago; 60 days ago; 70 days ago; 80 days ago; 90 days ago.Case: all available events. Use the editor’s available choices and test a matching and nonmatching record.Created Last Not (Any)This workflow will not run when Created Last Not (Any) matches the selected value. Input: One selection. Choices: 1 hour ago; 2 hours ago; 4 hours ago; 6 hours ago; 8 hours ago; 10 hours ago; 12 hours ago; 16 hours ago; 1 day ago; 2 days ago; 3 days ago; 4 days ago; 5 days ago; 6 days ago; 7 days ago; 8 days ago; 9 days ago; 10 days ago; 11 days ago; 12 days ago; 13 days ago; 14 days ago; 15 days ago; 16 days ago; 17 days ago; 18 days ago; 19 days ago; 20 days ago; 21 days ago; 22 days ago; 23 days ago; 24 days ago; 25 days ago; 26 days ago; 27 days ago; 28 days ago; 29 days ago; 30 days ago; 40 days ago; 50 days ago; 60 days ago; 70 days ago; 80 days ago; 90 days ago.Case: all available events. Use the editor’s available choices and test a matching and nonmatching record.Escalated Last Not (Any)This workflow will not run when Escalated Last Not (Any) matches the selected value. Input: One selection. Choices: 1 hour ago; 2 hours ago; 4 hours ago; 6 hours ago; 8 hours ago; 10 hours ago; 12 hours ago; 16 hours ago; 24 hours ago; 2 days ago; 3 days ago; 4 days ago; 5 days ago; 6 days ago; 7 days ago; 14 days ago; 21 days ago; 30 days ago; 40 days ago; 50 days ago; 60 days ago; 70 days ago; 80 days ago; 90 days ago.Case: all available events. Use the editor’s available choices and test a matching and nonmatching record.Last Activity Type ID Not (Any)This workflow will not run when Last Activity Type ID Not (Any) matches the selected value. Input: Multiple selections.Case: all available events. Use the editor’s available choices and test a matching and nonmatching record.From Domains NotThis workflow will not run when From Domains Not matches the selected value. Input: Tag or value list. Maximum 4000 characters. Spaces are permitted inside a value.Case: all available events. Use the editor’s available choices and test a matching and nonmatching record.From Emails NotThis workflow will not run when From Emails Not matches the selected value. Input: Tag or value list. Maximum 4000 characters. Spaces are permitted inside a value.Case: all available events. Use the editor’s available choices and test a matching and nonmatching record.From Emails Not (Any)This workflow will not run when From Emails Not (Any) matches the selected value. Input: Tag or value list. Spaces are permitted inside a value.Case: all available events. Use the editor’s available choices and test a matching and nonmatching record.ActionsSettingWhat it controlsAvailability and verificationIssueAfter this workflow matches, Supportbench applies Issue. Input: One selection.Case: Created, Updated, Reopened, Escalated, De-escalated, Closed, Hashtag added, Before ownership transfer, Status changed, Manual, After ownership transfer, First assignment, Survey received, Case merged from, Case merged into, Watcher added, Watcher removed, Chat timed out. Use the editor’s available choices and test a matching and nonmatching record.OutcomeAfter this workflow matches, Supportbench applies Outcome. Input: One selection.Case: Created, Updated, Reopened, Escalated, De-escalated, Closed, Hashtag added, Before ownership transfer, Status changed, Manual, After ownership transfer, First assignment, Survey received, Case merged from, Case merged into, Watcher added, Watcher removed, Chat timed out. Use the editor’s available choices and test a matching and nonmatching record.StatusAfter this workflow matches, Supportbench applies Status. Input: One selection.Case: Created, Updated, Reopened, Escalated, Scheduled, De-escalated, Closed, Hashtag added, Before ownership transfer, Status changed, Manual, After ownership transfer, First assignment, Survey received, Case merged from, Case merged into, Watcher added, Watcher removed, Chat timed out; Article: all available events. Use the editor’s available choices and test a matching and nonmatching record.Status Close InAfter this workflow matches, Supportbench applies Status Close In. Input: Number.Case: Created, Updated, Reopened, Escalated, Scheduled, De-escalated, Closed, Hashtag added, Before ownership transfer, Status changed, Manual, After ownership transfer, First assignment, Survey received, Case merged from, Case merged into, Watcher added, Watcher removed, Chat timed out. Use the editor’s available choices and test a matching and nonmatching record.SeverityAfter this workflow matches, Supportbench applies Severity. Input: One selection.Case: Created, Updated, Reopened, Escalated, Scheduled, De-escalated, Closed, Hashtag added, Before ownership transfer, Status changed, Manual, After ownership transfer, First assignment, Survey received, Case merged from, Case merged into, Watcher added, Watcher removed, Chat timed out. Use the editor’s available choices and test a matching and nonmatching record.DivisionAfter this workflow matches, Supportbench applies Division. Input: One selection.Case: Created, Updated, Reopened, Escalated, Scheduled, De-escalated, Closed, Hashtag added, Before ownership transfer, Status changed, Manual, After ownership transfer, First assignment, Survey received, Case merged from, Case merged into, Watcher added, Watcher removed, Chat timed out. Use the editor’s available choices and test a matching and nonmatching record.OwnerAfter this workflow matches, Supportbench applies Owner. Input: One selection.Case: Created, Updated, Reopened, Escalated, Scheduled, De-escalated, Closed, Hashtag added, Before ownership transfer, Status changed, Manual, After ownership transfer, First assignment, Survey received, Case merged from, Case merged into, Watcher added, Watcher removed, Chat timed out; Article: all available events. Use the editor’s available choices and test a matching and nonmatching record.QueueAfter this workflow matches, Supportbench applies Queue. Input: One selection.Case: Created, Updated, Reopened, Escalated, Scheduled, De-escalated, Closed, Hashtag added, Before ownership transfer, Status changed, Manual, After ownership transfer, First assignment, Survey received, Case merged from, Case merged into, Watcher added, Watcher removed, Chat timed out; Article: all available events. Use the editor’s available choices and test a matching and nonmatching record.Activity TypeAfter this workflow matches, Supportbench applies Activity Type. Input: One selection.Case: Created, Updated, Reopened, Escalated, Scheduled, De-escalated, Closed, Hashtag added, Before ownership transfer, Status changed, Manual, After ownership transfer, First assignment, Survey received, Case merged from, Case merged into, Watcher added, Watcher removed, Chat timed out. Use the editor’s available choices and test a matching and nonmatching record.TagsAfter this workflow matches, Supportbench applies Tags. Input: Tag or value list. Maximum 2000 characters. Spaces separate values.Case: Created, Updated, Reopened, Escalated, Scheduled, De-escalated, Closed, Hashtag added, Before ownership transfer, Status changed, Manual, After ownership transfer, First assignment, Survey received, Case merged from, Case merged into, Watcher added, Watcher removed, Chat timed out; Article: all available events. Use the editor’s available choices and test a matching and nonmatching record.Tags RemoveAfter this workflow matches, Supportbench applies Tags Remove. Input: Tag or value list. Maximum 2000 characters. Spaces separate values.Case: Created, Updated, Reopened, Escalated, Scheduled, De-escalated, Closed, Hashtag added, Before ownership transfer, Status changed, Manual, After ownership transfer, First assignment, Survey received, Case merged from, Case merged into, Watcher added, Watcher removed, Chat timed out; Article: all available events. Use the editor’s available choices and test a matching and nonmatching record.Add watchersAdd the selected agents as case watchers. Agents already watching are left unchanged. This does not send a notification or start watcher-change workflows. Input: Multiple selections.Case: Created, Updated, Reopened, Escalated, Scheduled, De-escalated, Closed, Hashtag added, Before ownership transfer, Status changed, Manual, After ownership transfer, First assignment, Survey received, Case merged from, Case merged into, Watcher added, Watcher removed, Chat timed out. Requires the corresponding released account capability. Use the editor’s available choices and test a matching and nonmatching record.Remove watchersRemove only the selected agents from this case's watchers. Other watchers are kept. This does not start watcher-change workflows. Input: Multiple selections.Case: Created, Updated, Reopened, Escalated, Scheduled, De-escalated, Closed, Hashtag added, Before ownership transfer, Status changed, Manual, After ownership transfer, First assignment, Survey received, Case merged from, Case merged into, Watcher added, Watcher removed, Chat timed out. Requires the corresponding released account capability. Use the editor’s available choices and test a matching and nonmatching record.Change case subjectReplace the case subject with this exact text, up to 250 characters. Applied after templates and before workflow notifications. Remove this action to leave the subject unchanged. Input: Text. Maximum 250 characters.Case: Created, Updated, Reopened, Escalated, Scheduled, De-escalated, Closed, Hashtag added, Before ownership transfer, Status changed, Manual, After ownership transfer, First assignment, Survey received, Case merged from, Case merged into, Watcher added, Watcher removed, Chat timed out. Requires the corresponding released account capability. Use the editor’s available choices and test a matching and nonmatching record.OwnerSend this notification to the assigned owner. Input: On/off.Case: Created, Updated, Reopened, Escalated, Scheduled, De-escalated, Closed, Hashtag added, Before ownership transfer, Status changed, Manual, After ownership transfer, First assignment, Survey received, Case merged from, Case merged into, Watcher added, Watcher removed, Chat timed out; Article: all available events. Use the editor’s available choices and test a matching and nonmatching record.Owner's managerAlso send this notification to the assigned owner's manager. Input: On/off.Case: Created, Updated, Reopened, Escalated, Scheduled, De-escalated, Closed, Hashtag added, Before ownership transfer, Status changed, Manual, After ownership transfer, First assignment, Survey received, Case merged from, Case merged into, Watcher added, Watcher removed, Chat timed out; Article: all available events. Use the editor’s available choices and test a matching and nonmatching record.Account managerSend this notification to the account manager associated with the company or contact. Input: On/off.Company: all available events; Contact: all available events. Use the editor’s available choices and test a matching and nonmatching record.CreatorSend this notification to the person who created the record. Input: On/off.Case: Created, Updated, Reopened, Escalated, Scheduled, De-escalated, Closed, Hashtag added, Before ownership transfer, Status changed, Manual, After ownership transfer, First assignment, Survey received, Case merged from, Case merged into, Watcher added, Watcher removed, Chat timed out; Article: all available events; Company: all available events; Contact: all available events. Use the editor’s available choices and test a matching and nonmatching record.Secondary contactsAlso notify secondary contacts associated with the case. Input: On/off.Case: Created, Updated, Reopened, Escalated, Scheduled, De-escalated, Closed, Hashtag added, Before ownership transfer, Status changed, Manual, After ownership transfer, First assignment, Survey received, Case merged from, Case merged into, Watcher added, Watcher removed, Chat timed out. Use the editor’s available choices and test a matching and nonmatching record.Additional email addressesSend this notification to the configured copied recipients. Input: Tag or value list. Maximum 2000 characters. Use valid email addresses.Case: Created, Updated, Reopened, Escalated, Scheduled, De-escalated, Closed, Hashtag added, Before ownership transfer, Status changed, Manual, After ownership transfer, First assignment, Survey received, Case merged from, Case merged into, Watcher added, Watcher removed, Chat timed out; Article: all available events; Company: all available events; Contact: all available events. Use the editor’s available choices and test a matching and nonmatching record.SubjectWrite the subject recipients will see. Input: Multiline text. Maximum 2000 characters.Case: Created, Updated, Reopened, Escalated, Scheduled, De-escalated, Closed, Hashtag added, Before ownership transfer, Status changed, Manual, After ownership transfer, First assignment, Survey received, Case merged from, Case merged into, Watcher added, Watcher removed, Chat timed out; Article: all available events; Company: all available events; Contact: all available events. Use the editor’s available choices and test a matching and nonmatching record.MessageCompose the notification message and insert supported merge fields. Input: Multiline text. Supports rich text and the offered merge fields.Case: Created, Updated, Reopened, Escalated, Scheduled, De-escalated, Closed, Hashtag added, Before ownership transfer, Status changed, Manual, After ownership transfer, First assignment, Survey received, Case merged from, Case merged into, Watcher added, Watcher removed, Chat timed out; Article: all available events; Company: all available events; Contact: all available events. Use the editor’s available choices and test a matching and nonmatching record.AgentsSend this notification to the selected Supportbench users. Input: Multiple selections.Case: Created, Updated, Reopened, Escalated, Scheduled, De-escalated, Closed, Hashtag added, Before ownership transfer, Status changed, Manual, After ownership transfer, First assignment, Survey received, Case merged from, Case merged into, Watcher added, Watcher removed, Chat timed out; Article: all available events; Company: all available events; Contact: all available events. Use the editor’s available choices and test a matching and nonmatching record.TeamsSend this notification to members of the selected teams. Input: Multiple selections.Case: Created, Updated, Reopened, Escalated, Scheduled, De-escalated, Closed, Hashtag added, Before ownership transfer, Status changed, Manual, After ownership transfer, First assignment, Survey received, Case merged from, Case merged into, Watcher added, Watcher removed, Chat timed out; Article: all available events; Company: all available events; Contact: all available events. Use the editor’s available choices and test a matching and nonmatching record.Case PublicAfter this workflow matches, Supportbench applies Case Public. Input: On/off.Case: Created, Updated, Reopened, Escalated, Scheduled, De-escalated, Closed, Hashtag added, Before ownership transfer, Status changed, Manual, After ownership transfer, First assignment, Survey received, Case merged from, Case merged into, Watcher added, Watcher removed, Chat timed out. Use the editor’s available choices and test a matching and nonmatching record.Activity PublicAfter this workflow matches, Supportbench applies Activity Public. Input: On/off.Case: Created, Updated, Reopened, Escalated, Scheduled, De-escalated, Closed, Hashtag added, Before ownership transfer, Status changed, Manual, After ownership transfer, First assignment, Survey received, Case merged from, Case merged into, Watcher added, Watcher removed, Chat timed out. Use the editor’s available choices and test a matching and nonmatching record.Slack channelsChoose the Slack channels that receive this notification. Input: Tag or value list. Maximum 250 characters. Spaces separate values.Case: Created, Updated, Reopened, Escalated, Scheduled, De-escalated, Closed, Hashtag added, Before ownership transfer, Status changed, Manual, After ownership transfer, First assignment, Survey received, Case merged from, Case merged into, Watcher added, Watcher removed, Chat timed out; Article: all available events; Company: all available events; Contact: all available events. Use the editor’s available choices and test a matching and nonmatching record.Slack messageWrite the Slack-specific message content. Input: Multiline text.Case: Created, Updated, Reopened, Escalated, Scheduled, De-escalated, Closed, Hashtag added, Before ownership transfer, Status changed, Manual, After ownership transfer, First assignment, Survey received, Case merged from, Case merged into, Watcher added, Watcher removed, Chat timed out; Article: all available events; Company: all available events; Contact: all available events. Use the editor’s available choices and test a matching and nonmatching record.Include standard contentInclude the standard Supportbench context in the Slack message. Input: On/off.Case: Created, Updated, Reopened, Escalated, Scheduled, De-escalated, Closed, Hashtag added, Before ownership transfer, Status changed, Manual, After ownership transfer, First assignment, Survey received, Case merged from, Case merged into, Watcher added, Watcher removed, Chat timed out; Article: all available events. Use the editor’s available choices and test a matching and nonmatching record.Include priorityInclude the current priority in the Slack message. Input: Text. Maximum 50 characters.Case: Created, Updated, Reopened, Escalated, Scheduled, De-escalated, Closed, Hashtag added, Before ownership transfer, Status changed, Manual, After ownership transfer, First assignment, Survey received, Case merged from, Case merged into, Watcher added, Watcher removed, Chat timed out; Article: all available events. Use the editor’s available choices and test a matching and nonmatching record.Send to the case contactSend the SMS notification to the case contact when a mobile number is available. Input: On/off.Case: Created, Updated, Reopened, Escalated, Scheduled, De-escalated, Closed, Hashtag added, Before ownership transfer, Status changed, Manual, After ownership transfer, First assignment, Survey received, Case merged from, Case merged into, Watcher added, Watcher removed, Chat timed out; Article: all available events; Contact: all available events. Use the editor’s available choices and test a matching and nonmatching record.Additional mobile numbersAdd any additional mobile numbers that should receive the SMS. Input: Tag or value list. Maximum 2000 characters. Spaces separate values.Case: Created, Updated, Reopened, Escalated, Scheduled, De-escalated, Closed, Hashtag added, Before ownership transfer, Status changed, Manual, After ownership transfer, First assignment, Survey received, Case merged from, Case merged into, Watcher added, Watcher removed, Chat timed out; Article: all available events; Company: all available events; Contact: all available events. Use the editor’s available choices and test a matching and nonmatching record.SMS messageWrite the short message sent to SMS recipients. Input: Multiline text.Case: Created, Updated, Reopened, Escalated, Scheduled, De-escalated, Closed, Hashtag added, Before ownership transfer, Status changed, Manual, After ownership transfer, First assignment, Survey received, Case merged from, Case merged into, Watcher added, Watcher removed, Chat timed out; Article: all available events; Company: all available events; Contact: all available events. Use the editor’s available choices and test a matching and nonmatching record.TemplateAfter this workflow matches, Supportbench applies Template. Input: One selection.Case: Created, Updated, Reopened, Escalated, De-escalated, Closed, Hashtag added, Before ownership transfer, Status changed, Manual, After ownership transfer, First assignment, Survey received, Case merged from, Case merged into, Watcher added, Watcher removed, Chat timed out. Use the editor’s available choices and test a matching and nonmatching record.AssetAfter this workflow matches, Supportbench applies Asset. Input: One selection.Case: Created, Updated, Reopened, Escalated, Scheduled, De-escalated, Closed, Hashtag added, Before ownership transfer, Status changed, Manual, After ownership transfer, First assignment, Survey received, Case merged from, Case merged into, Watcher added, Watcher removed, Chat timed out. Use the editor’s available choices and test a matching and nonmatching record.Reset SLAAfter this workflow matches, Supportbench applies Reset SLA. Input: On/off.Case: Created, Updated, Reopened, Escalated, Scheduled, De-escalated, Closed, Hashtag added, Before ownership transfer, Status changed, Manual, After ownership transfer, First assignment, Survey received, Case merged from, Case merged into, Watcher added, Watcher removed, Chat timed out. Use the editor’s available choices and test a matching and nonmatching record.DevOps CreateAfter this workflow matches, Supportbench applies DevOps Create. Input: Multiline text.Case: Created, Updated, Reopened, Escalated, De-escalated, Closed, Hashtag added, Before ownership transfer, Status changed, Manual, After ownership transfer, First assignment, Survey received, Case merged from, Case merged into, Watcher added, Watcher removed, Chat timed out. Use the editor’s available choices and test a matching and nonmatching record.ScenarioAfter this workflow matches, Supportbench applies Scenario. Input: One selection.Case: Created, Updated, Scheduled. Use the editor’s available choices and test a matching and nonmatching record.CompanyAfter this workflow matches, Supportbench applies Company. Input: One selection.Case: Created, Updated, Reopened, Escalated, Scheduled, De-escalated, Closed, Hashtag added, Before ownership transfer, Status changed, Manual, After ownership transfer, First assignment, Survey received, Case merged from, Case merged into, Watcher added, Watcher removed, Chat timed out. Use the editor’s available choices and test a matching and nonmatching record.ContactAfter this workflow matches, Supportbench applies Contact. Input: One selection.Case: Created, Updated, Reopened, Escalated, Scheduled, De-escalated, Closed, Hashtag added, Before ownership transfer, Status changed, Manual, After ownership transfer, First assignment, Survey received, Case merged from, Case merged into, Watcher added, Watcher removed, Chat timed out. Use the editor’s available choices and test a matching and nonmatching record.Save as an activitySave the notification as an activity on the matched record. Input: On/off.Case: Created, Updated, Reopened, Escalated, Scheduled, De-escalated, Closed, Hashtag added, Before ownership transfer, Status changed, Manual, After ownership transfer, First assignment, Survey received, Case merged from, Case merged into, Watcher added, Watcher removed, Chat timed out; Article: all available events. Use the editor’s available choices and test a matching and nonmatching record.Sender / Case contact (Chat timed out)Send a copy to the sender associated with the triggering activity. For Chat timed out: Send the timeout confirmation to the primary contact on the case. A valid contact email address is required. Input: On/off.Case: Created, Updated, Reopened, Escalated, Scheduled, De-escalated, Closed, Hashtag added, Before ownership transfer, Status changed, Manual, After ownership transfer, First assignment, Survey received, Case merged from, Case merged into, Watcher added, Watcher removed, Chat timed out; Contact: all available events. Use the editor’s available choices and test a matching and nonmatching record.From / reply addressChoose the reply address used for the outgoing notification. Input: One selection.Case: Created, Updated, Reopened, Escalated, Scheduled, De-escalated, Closed, Hashtag added, Before ownership transfer, Status changed, Manual, After ownership transfer, First assignment, Survey received, Case merged from, Case merged into, Watcher added, Watcher removed, Chat timed out; Article: all available events; Company: all available events; Contact: all available events. Use the editor’s available choices and test a matching and nonmatching record.WebhookAfter this workflow matches, Supportbench applies Webhook. Input: Number.Case: Created, Updated, Reopened, Escalated, De-escalated, Closed, Hashtag added, Before ownership transfer, Status changed, Manual, After ownership transfer, First assignment, Survey received, Case merged from, Case merged into, Watcher added, Watcher removed, Chat timed out; Company: all available events; Contact: all available events; Asset: all available events. Use the editor’s available choices and test a matching and nonmatching record.Webhook EventAfter this workflow matches, Supportbench applies Webhook Event. Input: Text. Maximum 50 characters.Case: Created, Updated, Reopened, Escalated, De-escalated, Closed, Hashtag added, Before ownership transfer, Status changed, Manual, After ownership transfer, First assignment, Survey received, Case merged from, Case merged into, Watcher added, Watcher removed, Chat timed out; Company: all available events; Contact: all available events; Asset: all available events. Use the editor’s available choices and test a matching and nonmatching record.Published StateAfter this workflow matches, Supportbench applies Published State. Input: One selection. Choices: Internal; External.Article: all available events. Use the editor’s available choices and test a matching and nonmatching record.Notify record watchersAlso notify agents who already watch this record or supported related records, such as its company, contact or queue. Uses their watchlist notification preferences; does not add watchers. Selected notification recipients are notified separately. Input: On/off.Case: Created, Updated, Reopened, Escalated, Scheduled, De-escalated, Closed, Hashtag added, Before ownership transfer, Status changed, Manual, After ownership transfer, First assignment, Survey received, Case merged from, Case merged into, Watcher added, Watcher removed, Chat timed out; Article: all available events; Company: all available events; Contact: all available events. Use the editor’s available choices and test a matching and nonmatching record.Template EscalationAfter this workflow matches, Supportbench applies Template Escalation. Input: Multiline text.Case: Escalated, De-escalated. Use the editor’s available choices and test a matching and nonmatching record.Retained read-only valuesSettingWhat it controlsAvailability and verificationTemplateRetained historical or retired value. The editor preserves existing data but does not offer this as a new active setting. Input: One selection.Review retained values without treating them as working automation.Email FormRetained historical or retired value. The editor preserves existing data but does not offer this as a new active setting. Input: One selection.Review retained values without treating them as working automation.Email Form (Any)Retained historical or retired value. The editor preserves existing data but does not offer this as a new active setting. Input: Multiple selections.Review retained values without treating them as working automation.Email Form Not (Any)Retained historical or retired value. The editor preserves existing data but does not offer this as a new active setting. Input: Multiple selections.Review retained values without treating them as working automation.Owner CountRetained historical or retired value. The editor preserves existing data but does not offer this as a new active setting. Input: Number.Review retained values without treating them as working automation.Owner Count (Any)Retained historical or retired value. The editor preserves existing data but does not offer this as a new active setting. Input: Multiline text. Maximum 2000 characters.Review retained values without treating them as working automation.Article Thumbs Up Count (Any)Retained historical or retired value. The editor preserves existing data but does not offer this as a new active setting. Input: Multiline text. Maximum 2000 characters.Review retained values without treating them as working automation.Article Thumbs Down CountRetained historical or retired value. The editor preserves existing data but does not offer this as a new active setting. Input: Number.Review retained values without treating them as working automation.Article Thumbs Down Count (Any)Retained historical or retired value. The editor preserves existing data but does not offer this as a new active setting. Input: Multiline text. Maximum 2000 characters.Review retained values without treating them as working automation.HashtagRetained historical or retired value. The editor preserves existing data but does not offer this as a new active setting. Input: One selection.Review retained values without treating them as working automation.Support LevelRetained historical or retired value. The editor preserves existing data but does not offer this as a new active setting. Input: One selection.Review retained values without treating them as working automation.SMS senderRetained historical or retired value. The editor preserves existing data but does not offer this as a new active setting. Input: Text. Maximum 50 characters.Review retained values without treating them as working automation.Jira CreateRetained historical or retired value. The editor preserves existing data but does not offer this as a new active setting. Input: Multiline text.Review retained values without treating them as working automation.Vendor CompanyRetained historical or retired value. The editor preserves existing data but does not offer this as a new active setting. Input: Text. Maximum 30 characters.Review retained values without treating them as working automation.Target Resolution TimeRetained historical or retired value. The editor preserves existing data but does not offer this as a new active setting. Input: Number.Review retained values without treating them as working automation.Target Resolution ClockRetained historical or retired value. The editor preserves existing data but does not offer this as a new active setting. Input: Number.Review retained values without treating them as working automation.Escalated Not (Any)Retained historical or retired value. The editor preserves existing data but does not offer this as a new active setting. Input: On/off.Review retained values without treating them as working automation.Historical stop dateRetained historical or retired value. The editor preserves existing data but does not offer this as a new active setting. Input: Date and time.Review retained values without treating them as working automation.Historical stop timeRetained historical or retired value. The editor preserves existing data but does not offer this as a new active setting. Input: Time of day.Review retained values without treating them as working automation.ViewRetained historical or retired value. The editor preserves existing data but does not offer this as a new active setting. Input: Number.Review retained values without treating them as working automation.Custom fieldsChoose the field’s Case, Company or Contact location deliberately. Requirements must all match, Conditionals provide alternatives, and Exclusions veto a match. The editor supplies the appropriate single or multiple selection, checkbox, date, text or tag control. There is no universal comparison-operator menu. New custom-field actions are Case actions; existing historical values are preserved according to the editor’s supported behavior. Was this article helpful? Yes No Thank you for your feedback.