Milestone Diagrams

Milestones are used to track the completion of significant events during the life cycle of a case or task, for example, to track the submission, approval, and activation of a claim.

All case milestones are based on an associated milestone configuration configured for the setup. Each Case Type and Task Type must have an associated Milestone Diagram.

Right now, only the Milestone Diagrams for Cases can be configured. All Tasks run through the same Milestone Diagram and can't be modified.

SLA Setup

Service Level Agreement (SLA) says how long a Case remains in a particular Milestone. There are four types of SLA: Goal, Deadline, Invisible, and Case-Wide. Technically, they are all the same except for their business meaning. Goal SLA and Deadline SLA appear in the Case Search and Case Detail, while an Invisible SLA is never shown.

Each Milestone can have one (1) Goal SLA (green border), one (1) Deadline SLA (red border), and any number of Invisible SLAs (light blue border).

For each SLA, you can configure the time using the fields in properties.

These fields accept only integer values, and you can not use decimals. To set the SLA to three and a half days, you must set 3 days and 12 hours.

You can also set the SLA to a specific transition. For example, if you would like to set a Goal SLA for the assignment of new cases, check the Enable For Specific Transition, then select the transition from the dropdown list in the image below the Assign Case (New -> Assignment).

Validation Events

This event executes an AppBase Rule with the tag 'cust' or 'Case Route Validation'. All custom rules should be tagged 'cust' to select them.
These events validate whether a Case can transition from one Milestone to another.

A custom rule is attached to a Milestone to check whether moving to that Milestone is possible.

Remember that to use a rule as validation in a milestone, it must be tagged as Case Route Validation

Basic Events

These are just basic events.

Execute Rule

This event executes an AppBase Rule with a tag 'cust' or 'Case Route'. All custom rules should be tagged 'cust' to select them. The example below has 3 events attached, each executing a different type of rule but each doing the same thing.

SQL Non-Query function rules

Currently, the DCM engine is written in SQL, which means only SQL functions will execute synchronously. When the event is executed in runtime, the values for these parameters get sent in automatically. You can not add/delete parameters for SQL function rule events.

SQL Non-Query and C# rules

These rules will execute asynchronously through the AppBase Queue. You can see the details of the execution in the Queue Monitor.

Send Email

This event, aka LTR Send Email event, was created to reduce the custom code in solutions. It simply sends an email through the AppBase Distribution Channel. This event can have either hard-coded values or rule-calculated values.

To configure the rule parameters, check the following complete guide. Send Email Event Settings

Email rule configuration parameters

Parameter	Description	Example
Distribution Channel	The AppBase configuration for an SMTP account. Managed through Application Studio	StandardOutgoing or StandardOutgoing365
From	This is usually the SMTPs from email addresses. Often, incorrect values will result in the SMTP server rejecting the email as spam.	no-reply@email.us
From Rule	It must be an SQL Non-Query function with input CaseId/TaskId and output Result.	QA_email_getFromAddress
To	List of hard-coded email addresses to send emails To separated by comma (,), semicolon (;) or triple pipe (\|\|\|)	customer1@email.us;customer2@email.us
To Rule	It needs to be an SQL Non-Query function with input CaseId/TaskId and output Result	QA_email_getToAddresses
CC	List of hard-coded email addresses to send email copy separated by comma (,), semicolon (;) or triple pipe (\|\|\|)	customer1@email.us;customer2@email.us
CC Rule	It needs to be an SQL Non-Query function with input CaseId/TaskId and output Result	QA_email_getCcAddresses
BCC	List of hard-coded email addresses to send email blind copy separated by comma (,), semicolon (;) or triple pipe (\|\|\|)	customer1@email.us;customer2@email.us
BCC Rule	It needs to be an SQL Non-Query function with input CaseId/TaskId and output Result	QA_email_getBccAddresses
Letter Template	An email template designed in Application Studio. The Letter Template will pass in parameters CaseId/TaskId into all placeholders if the Letter Template uses them.	SMPL_MilestoneEventTesterSLA
Letter Template Rule	It needs to be an SQL Non-Query function with input CaseId/TaskId and output Result	QA_email_getTemplate
Attachments	It must be an SQL Non-Query function with input CaseId/TaskId and output Result separated by \|\|\|. This example returns all Documents attached to the Case.	QA_email_getAttaches

Write to History

This event writes a message into the Case History or the Task History. The messages are predefined as a Message Template. You select the Message Template from the dropdown list.

These Message Templates are defined under the Setup → History Templates → Message Templates section.

In our example, the template writes the following message as a Case History: "Test history record at state @CaseState@ and milestone @CaseMilestone@ at @CurrentSysTime@".

Case Events

These are events for changing Case meta info.

Assign Case

This event assigns the Case to either a Case Party or to a Workbasket calculated by a Rule.

Parameter	Description	Example
Case Party	The team/skill/business role/case worker/external party assigned to the Participant. They need to be set up in the Case Type.	Customer, Front Office
Workbasket Rule	An SQL function rule that returns the ID of a specific Workbasket. The example rule QA_getMyWorkBasketFn returns the actual logged-in user workbasket ID.	QA_getMyWorkBasketFn

Change Case Priority

Change the Case priority to what is set in the parameter configuration. The available priorities for the case are listed in the dropdown list.

Add-on Events

These events are typical for integrated services like Twilio or Genesys.

Send to Slack Channel

This event was made for demo purposes and will be removed from the future Milestone Builder.

Send SMS using Twilio

Twilio provides a Messaging API that makes it easy to send SMS and MMS messages and the DCM provides an easy-to-configure screen for integrating a Twilio account. Eccentex has a subscription to this service, which is set up by default.

Parameter	Description	Example
Event Moment	At what point should this event execute in the Milestone's life cycle	After
Message Template	The Message Template to generate the SMS from. Managed through Setup → Templates → Message Templates.	The case was automatically assigned to @CaseOwner@
Message Rule	A rule used to generate the SMS message.	QA_sms_getMessage
To	A valid destination phone number (receiver).
To Rule	A rule used to obtain a valid destination phone number(s).	QA_sms_getToPhones
From	A valid sender phone number.
From Rule	A rule used to obtain a valid sender phone number.	QA_sms_getFromPhone

The SMS message will be sent only if the Twilio configuration is enabled. Check the status of the service under Setup → Integration → Twilio.

Route to Genesys Engage (deprecated)

This event was made just for demo purposes. It throws an error message, just like the Slack integration.

Route to PureConnect (deprecated)