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Incidents as umbrella to circumvent Custom Objects limitations

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edited Feb 25, 2019 3:47PM in Agent Desktop 8 comments

Summary

Incidents as umbrella to circumvent Custom Objects limitations

Content

Hi All,

     We have following requirements. 

1) Status must go from "Submitted" to "Under Review" in 8 working/business hours

2) Email must be sent to contact using Standard Text. 

I know both can be achieved using Business Rules - "Escalate" (and Response Requirements) and "Send Email.." actions in "Incident" object. 

But, we are planning to use "Custom Objects" to hold a lot of different kinds of data. 

So, to alleviate the "Custom Objects" limitation, can I create an Incident as parent (with Category = 'Custom Object Name') for each Custom Object?

This way, I will create my rules on "Incident" object but put all data in "Custom Object". 

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