CRM and SPA item forms have a timeline on the right side. This is where you can plan activities with clients, leave comments for colleagues, track stage changes, and more.
CRM item form features and settings

Workflow events now appear in the timeline too. Complete assignments, view comments, and track workflow statuses directly in the CRM item form.

In this article:

• What workflow events appear in the timeline
• Complete assignments in the CRM item form
• Complete activities with assignments
• Delegate workflow assignments
• View comments in the workflow form
• View workflow results
• Workflow statuses and counters in Kanban

What events appear in the timeline

The timeline displays system workflow records and actions requiring the responsible person's attention.

Actions for the responsible person: These are assignments the responsible person must complete. They include approving documents, viewing comments, or checking workflow results.

Activities for these actions are automatically created in CRM and shown on a yellow background under Things to do.

Example: The responsible person needs to approve an estimate for the client.

System actions: These don't require the responsible person's involvement. System records show when and what actions happened to a specific CRM item.

These actions appear on a white background in the timeline.

Example: The workflow started automatically, and another user handles the assignment.

Complete assignments in the CRM item form

When an employee needs to complete a workflow assignment, an activity is automatically added to the CRM item form. It includes the workflow and assignment names, status, deadline, and other details. Open the workflow form in the timeline to complete your assignment.

Assignments without a deadline. If no deadline is set, the responsible person can start working on the assignment at any time.

Click Start or Open to access the assignment, review the content, and then complete it.

Assignments with a deadline. If a deadline is set in the assignment settings, the timeline shows the due date and time.

When less than an hour remains, a red counter appears in CRM. You can set additional reminders, like one day or 30 minutes before the deadline. This will help ensure you don't miss the assignment and complete it on time.
Counters in CRM

Sequential assignments. If there are several assignments in sequence, the next one appears in the timeline after completing the first.

The first assignment will show as Completed, and the second as Pending.

Parallel assignments. If assignments are parallel, they both appear in the timeline at once. Select and complete one, then move to the next.

Parallel assignments show as Pending in the timeline.

Complete activities with assignments

By default, after completing an assignment, you need to close the related activity manually in the CRM item form. Decide whether to do it immediately or later.

To complete an activity, check the box.

If there are other workflow assignments, you can keep the activity in the timeline to monitor the process. Close it when the workflow is completed.

Example: The responsible person can track another user's assignments.

To automatically complete activities, disable the User has to manually complete activity with assignments option in Bitrix24 settings.
Bitrix24 Settings

Delegate workflow assignments

You can delegate an assignment to another employee from the timeline of a CRM item form. For example, you may need this if the responsible person is on leave or busy with other tasks.

To delegate an assignment:

1. Open the workflow form.
2. Click Delegate.
3. Select an employee from the list.

View comments in the workflow form

When a colleague leaves a new comment on a workflow assignment, an activity is created in the CRM item form. This ensures the responsible person doesn't miss important discussions.

In the timeline, you can open the assignment, view comments, and reply.

If you're waiting for a response from colleagues, avoid completing the activity. This prevents new ones from being added for each comment. Once the discussion ends, check the box.

To complete activities automatically after reading the comments, disable the User has to manually complete activity with comments option in Bitrix24 settings.

View workflow results

When a workflow is completed, an activity with its result is added to the timeline. This happens only if you started or participated in the workflow. For example, you can receive a generated document as a result.

Track workflow results to use them when working with clients. If you don't need it anymore, mark the activity as complete.

If you don't start or participate in a workflow, the CRM item form will only show a system record that the workflow is completed.

Workflow statuses and counters in Kanban

The Kanban view in CRM shows workflow statuses for different items:

• Pending: The responsible person hasn't completed the assignment yet.
• Comments added: New comments in the workflow form need attention.
• Completed: The workflow is completed.

CRM counters help the responsible person not to miss assignments and new comments:

• Red counter: Less than an hour remains before the assignment deadline.
• Green counter: A new comment has appeared in the workflow form.