The Event Rules section on the Case Flags Setup Wizard allows administrators to decide how Case Flags should react based upon updates to a case. For example, you can configure Case Flags to set the flag when an inbound email is received on a case, or clear the flag when a new case comment is added.
Depending on your use case for Case Flags, you may want the flag to be set or cleared based on a specific update not specified on the Setup Wizard, such as when the value of a custom field is changed.
Case Flags comes packaged with a special field named "Case Flag Date/Time" which controls whether a flag is set or not. If this field is populated with the current time (or a previous time), the flag will be set. If this field is blank, the flag will be cleared.
In order to set the flag using Workflow, we suggest performing a field update on the Case Flag Date/Time field, setting it to NOW().
In order to clear the flag using Workflow, we suggest performing a field update on the Case Flag Date/Time field, setting it to Null.
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