When we add an incident, it goes into a workflow step called 'Logged'. We would like to be able to run an external process to check if the customer who logged the incident hasn't exceeded their credit limit. If they have, then the workflow step should be set to 'Credit Hold'.

Is this going to be possible?

I was thinking that the external process would potentially update the actual workflow step through the SQL database. Does this sound risky?

Hello jpdp,

The only way I would have thought it possible to externally modify a workflow step within OnTime would have been by developing somwthing using our SDK- but I've checked and it's not possible. The OnTime SDK can allow access to retrieve the workflows and workflow steps, but not modify them.

Although like you suggest you could write some kind of external program to modify your SQL database directly, but that's not anything I can recommend or support. I suggest practicing caution and testing it out thoroughly before applying it to any important database of yours.