Escalate to Case - limited to number of fields displaying in UI — Cloud Customer Connect
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Escalate to Case - limited to number of fields displaying in UI

in Help Desk 1 comment

Summary:

When using the Escalate to Case smart action it seems like you can only map to a certain number of fields. Can this be amended? For instance, it would be nice for the Agent to enter the Case Type and Opening Reasons so they are mapped to the new escalated case. I have configured this in the Action Plan Actions but there is only a number of fields that appear in the UI e.g Title, Primary Contact, Description, Team member contact, and Status. I can see the Case Type in the Esc to Case UI but when I add

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