Workflow Rules

Workflow Rules are powerful tool for automating standard situation, that can occur during RMA submission, or processing.

Each rule is binded to certain event, which will trigger their execution. When rule is triggered, it validates its conditions - and if they met by current RMA, action is executed. There's wide range of actions, that can be performed by our Workflow Rules.

For example, you can automatically assign RMA with different Resolutions to your responsive staff members, so they can provide the best service to your customers and to get the job done.

Also, you can auto-assign to RMA certain status after the first reply of a support team member, notify all the department members when a new RMA is created, send a reminder to the RMA owner if there is no reply during 3 days, and so on.

How to create Workflow Rule

Go to Sales -> RMA -> Workflow Rules and add a new rule. You will see a complex creation page, divided into several sections:

Rules Edit Page

General Information

This section contains basic options:

  • Rule Name - Name of this particular rule
  • Priority - Sorting order. Used, when multiple rules are binded to the same event, and triggered in order, determined by this field.
  • Active - Whether this rule is active.
  • Stop Further Rules Processing - Used, when multiple rule are binded to the same event. If this option is On, other rules with same or lower priority won't be triggered at all.

Conditions

This section breaks into two blocks.

At the Event block settings you can set the required RMA Event condition:

  • New RMA has been created
  • RMA has been changed
  • New reply from customer
  • New reply from staff

Next blocks allow to select conditions, which will be checked on rule triggering. Only if current RMA met them, actions will be executed. Here is the list of currently available conditions:

  • Last message body - Content of the last public message, left in particular RMA
  • Created at - Date of RMA creation
  • Updated at - Date of RMA's last update (e. q. new message appeared, or properties changed)
  • Store - Store from where the RMA was submitted (note: this condition can not detect backend-created RMAs, as they can be binded to any store.)
  • Status (before change) - Status which particular RMA has prior to event firing (used only for RMA has been changed event)
  • Status - Current RMA status
  • Owner (before change) - Owner which held particular RMA prior to event firing (used only for RMA has been changed event)
  • Owner - Current RMA owner
  • Last Reply By - Last replier in this RMA: Customer or Staff agent
  • Hours since Created - Time period from the creation of particular RMA (note: this condition is not precise, use equal or greater or equal or lesser comparators here)
  • Hours since Updated - Time period from the last update of a particular RMA (note: this condition is not precise, use equal or greater or equal or lesser comparators here)
  • Hours since Last Reply - Time period from last message appearance in a particular RMA (note: this condition is not precise, use equal or greater or equal or lesser comparators here)

Also, if you have RMA Custom Fields, they also can be used as a condition.

Each field will be listed in two forms: standard field value and "before changed", used especially for a RMA has been changed event. F. e., if the field is Telephone, then the conditions will be Telephone and Telephone (before change) respectively.

Actions

RMA Actions will be executed when conditions are met.

Currently only two Actions are supported:

  • Set Status - Sets new Status for the RMA
  • Set Owner - Sets new Owner for the RMA

Other actions are planned for adding in upcoming releases.

Notifications

The extension allows you to send Notification Emails after the Workflow Rule action was executed.

  • Send email to RMA owner - If option is enabled, the current email will be sent to RMA owner
  • Send email to customer - If option is enabled, thecurrent email will be sent to the customer
  • Send email to other email addresses - Allows you to send emails to additional addresses
  • Email subject - Email subject
  • Email body - Text of the email can be used to Email Template variables. For more information about variables, go to Email Notifications

This section is extremely useful, when you're creating your own email communication flow.