You're almost there! Please answer a few more questions for access to the Applications content. Complete registration
Interested in joining? Complete your registration by providing Areas of Interest here. Register

Incidents as umbrella to circumvent Custom Objects limitations

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


Incidents as umbrella to circumvent Custom Objects limitations


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". 

Howdy, Stranger!

Log In

To view full details, sign in.


Don't have an account? Click here to get started!