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Centric CRM comes with a rules engine that can be triggered by an event in the system, or at a scheduled time.
For those that have not looked at the flexibility of workflow processes in Centric CRM, a diagram has been added to the website at the following location:
"Why Centric?" -> "What makes Centric CRM special... for Users"
http://www.centriccrm.com/Portal.do?key=approach&nid=142
Here an example ticket diagram shows you the default process for what happens when a ticket is inserted or updated in Centric CRM.
This process is first designed by modifying the workflow.xml file, which in turn can be loaded into the database using an installation script.
While the default process simply checks a few conditions then sends an email, this model can be extended by creating custom components and conditions.
If you login to your installation and go to the Administrator tab, then Configure Modules, Help Desk, Object Events, then you will see a visual representation of the currently loaded workflow. While this currently cannot be modified through the web application, we believe that in the future end users will be able to more easily modify the workflow.
Anyone have some additional ideas for how this can be used in other places in the application?