Creating a Case Action

Prerequisites

The Business Data project containing the case data model that you want to use must be open in the same Workspace.
The case class that you want to associate with this case action should contain a case state attribute that defines the required case states. (If it does not, you can still create the case class but a problem marker will be displayed.)
If you want to assign privileges to control the availability of the case action, the Organization project in which those privileges are defined must be open in the same Workspace.

Open the project in which you want to create the case action.
Right-click the process package in which you want to create the case action, or the Processes folder within that package, then select New > Case Action.
In the Case Action wizard:
1. Enter a suitable descriptive Label for the case action.
2. Select the Case Class with which you want to associate this case action.
3. Select one of the Case Action Process Templates to use as the basis for the process - either Update Case Action Process (to generate a process that displays a form showing the contents of the case object, then updates the case object with any changes when the form is submitted), or View Case Action Process (to generate a process that displays a read-only form showing the contents of the case object).
4. Click Finish.
  The process is displayed in the Process Editor.
On the General tab of the Properties view for the process:
1. (Optional) Select the specific case state (or states) which the case must be in for this case action to be available to a user at runtime.
  By default, the case action is always available, whatever case state the case is in.
2. (Optional) Select the privilege (or privileges) that a user must hold to be able to use this case action.
Modify the template process as required so that it performs the required action (or actions) when it is used.
Save the process.