When a flow spots a problem, it can make sure someone owns it. Add a task card puts a card on one of your task boards; the case actions open a case on the Cases page and move it along. Both are built so a flow that fires twice for the same problem does not create a second card or case.
Add a task card
Puts a card on the Order Issues or Customer Service board on the Tasks page.
| Setting | What to enter |
|---|---|
| Board (required) | Order Issues or Customer Service |
| Title (required) | Up to 500 characters. Use + Field to add the order number and so on |
| Description | Plain text; a blank line starts a new paragraph |
| Priority | none, low, medium, high or urgent |
| Source (required) | What raised it, for example order or alert |
| Reference (required) | The id of the thing, for example the order number |
| Link | A dashboard path, for example to the order |
| Case | Optional: the case this card is work for, from an earlier Open a case step |
How it behaves:
- One open card per problem. While a card with the same Source and Reference is still open, running the step again updates that card’s title and description and leaves it where it is on the board.
- The board is created the first time a card is added. If you archived the board, nothing is added and the step’s result says so.
- In Shadow, no card is added.
Cases
The Cases group of actions works on the same cases your team sees on the Cases page. A flow acts as Automation, and every rule that applies on the Cases page applies to it too.
ℹ️ Note: Most case actions need the case they work on. Open the case first with Open a case, set Save result as on that step (for example
case), then pick the case in later steps with + Field (it shows under the Open a case group).
| Action | Does | Key settings |
|---|---|---|
| Open a case | Opens a case. While a case of the same type and Reference is open, it returns that case instead of opening another | Case type, Title and Reference are required |
| Update a case | Changes a case’s details. A blank setting is left as it is | Case, plus at least one thing to change |
| Assign a case | Gives the case to a team member, who is notified, or takes it off them | Case, Assign to: a team member’s user id, or the word unassign. Blank is refused |
| Set a case to waiting | Marks it as waiting on someone, with a time to follow up | Case, Waiting on (customer, store, warehouse, carrier, vendor, manufacturer, marketplace, manager, internal, other) |
| Resolve a case | Marks the problem solved | Case, Resolution and Root cause are required |
| Close a case | Closes a resolved case. A closed case is final; a new problem opens a new case | Case |
| Link a record to a case | Attaches an order, shipment, return, purchase order, product or other record | Case, Record type, Record (its id) |
Open a case: the settings
| Setting | What to enter |
|---|---|
| Case type | The case type’s key, for example stranded_order or lost_package. Find it under Cases → Preferences: click Edit on a case type and read its Key |
| Title | What the case is about |
| Reference | What keeps it to one case per problem, for example order: followed by the order number field |
| Priority | Blank uses the case type’s default |
| Order | The order the case is about. On an order trigger, use the record that started the flow |
| Next action, Next action due in (minutes) | Blank uses the case type’s default |
| Add the type’s default tasks | On unless you set it to No |
| Assign to | A team member’s user id; blank leaves it unassigned |
Safe to run again
- Open a case returns the open case for the same type and reference instead of a duplicate.
- Resolve a case on a case that is already resolved or closed, and Close a case on a closed case, return it unchanged.
- Link a record to a case keeps an existing link.
- In Shadow, the settings are checked and nothing is written. The case a shadow Open a case returns is a placeholder; a live step refuses to act on it.
Example: a card for every order that runs out of stock
| Part | Setting |
|---|---|
| When | Order out of stock |
| Then | Action: Add a task card. Board: Order Issues. Title: “Out of stock:” plus the Order number field. Source: order. Reference: the Order number field |
Because Source and Reference identify the order, the same order never gets two open cards.
📸 Screenshot placeholder: Flows → New flow with When set to Order out of stock and an Add a task card step filled in (Board, Title with an order number chip, Source and Reference). Use a test flow.
Next: Triggers & actions.