Set Up Chained Events (1206 onwards)

Created by Migration Bot, Modified on Fri, 23 Oct at 2:31 PM by Migration Bot

Originally written by John Hardwick, last updated Jan 30, 2026, on the Swan Retail knowledge base (FRS).

Chained events are a predefined series of actions (events) which form a workflow and are used within the customer service suite to ensure a structured approach is taken re the progression of a call.

Chained events can be set at company or location level and are linked to a master event. Whenever the master event is selected, the system will automatically add any chained events to the support call.

If the chained event is Optional, the operator is offered the ability to add the chained events when adding the master event to the service. Mandatory events are added by the system without offering the choice to the operator.

Chained events can be built in advance and then made active, and can be set to start on the creation date or when the previous chained event completes.

Chained events can have a fixed action or be a marker for the operator to choose the type of event to occur next.

Menu Location: System Admin > Customer Service > Set Up Chained Events

Prior to viewing data, and where configured

Select the Company the chained events are linked to. It is possible to set an event for all companies

Select the Location chained events are specifically related to. This list is restricted to those locations visible to the operator.

The TOGGLE button, alternates between viewing existing chained events and the ability to create new chained events.
Clicking the NEW button instructs the system to begin the process of creating a new chained event. (If greyed out, click the TOGGLE button to change the mode.)
Click the CLOSE button, or Back option on the side panel to leave the page (or select another option from the menu)

Existing Chained Events

The list of existing chained events will display similar to that shown below.

From the list of existing chained events for the selected company / location, to view the sub-tasks, click the icon on the appropriate row. This redisplays the screen, showing the details of the chained event.

When viewing the sub-tasks for a chained event,

Clicking the icon allows alterations to the specific sub-task (as described in the Adding Sub-tasks section.
Clicking the removes the sub-task from the chained event list.
Selecting the or icons swaps the sub-task with the task immediately above or below it.

New Chained Events

To begin the process of creating a new chained event, then parent event must be selected.

The parent event is the action selected by the operator when progressing a service complaint, which will automatically expand into a series of sub-tasks.

To select, use the event specification filters.

Item	Description
Event	Select the parent event from the pick list.
Type	Select the type of parent event, where applicable, from the pick list available.
Subject	Select the subject for the parent event.
Event Active	This field displays the active status of the parent event as set within Set Up Service Events.

See Set Up Service Events (1206 onwards) for details of event management.

At this point, click the NEW button a second time to being the process of adding sub-tasks to the parent event.

The parent event, once sub-tasks have been added, becomes the trigger for the workflow (chained event) within the customer service programs.

Adding Sub-tasks

Once the parent event has been established, it is possible to link in sub-tasks

Item	Description
Event	Select the parent event from the pick list.
Type	Select the type of parent event, where applicable, from the pick list available.
Subject	Select the subject for the parent event. There may be multiple variants of the Event / Type, leaving this field unset allows the operator to choose the subject variant when progressing the sub-task within service. This option effectively leaves the choice open and reduces the number of chained events needed. It does not however change the workflow's structure.
Event Active	Once the Event/Type and Subject have been specified, this field shows the number of event permutations there are. A ticked check-box indicates the event has been defined and there are no user choices as to the sub-task. Where the Subject has not been specified and there are choices, this field displays a number of operator variants of this sub-task able to be selected when progressing this event.
Timer	This field controls when the timer ‘clock’ is to begin ticking. Choose from Immediate - The clock starts with the addition of the chained events to the support call. With Closure - The clock starts once the previous event is closed.
Service Owner	Select who is to own the chained event from the list available As master makes the owner of the master event as the owner of the chained event. Select one or more service owners from the list.

Click the to confirm the entry and add the event to the chained list.
Click the to abort the addition.

Once the first sub-task has been added to the parent event, the screen will redisplay, offering the option to control how the chained event will operate.

Item

Description

Chained Event

Specify the operator choice within service. Choose from

Optional - The default for newly generated chained events. This gives the operator the option of instigating the chained event within customer service or to add the parent event as a stand-a-lone action (without the workflow) to the service.
Mandatory - Selecting the parent event from the pick list within customer service automatically adds all the sub-tasks to the service.

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