Using Incidents with Custom Objects

Summary

Using Incidents as parent/header to circumvent Custom Objects limitations

Content

Hi Experts,

         I am currently in a project where there are a multiple objects required to be modeled. 

Here are our high-level requirements and solution. We started proto-typing with out-of-box object "Incident".

Requirements for "Listing" data/process

1) REQUIREMENT 1 - OPA Interview to collect "listing" data (basically, just online Forms). Status for this interview object goes to "Submitted". 

SOLUTION - OPA Interview based/mapped on "Incident" object. Works great!

2) REQUIREMENT 2 - Status must go to "Under Review" after 8 "working" hours, considering holidays/weekends. 

SOLUTION 

a) Configured Response requirements - set Working Hours (Service Intervals), created holidays and associated them.