Let's Reconnect, thank you for making 2022 our best year yet.

Look Back
Workflow for prompting user to pick a Case Number and Copy that incident with Contact and ORg — Cloud Customer Connect
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

Workflow for prompting user to pick a Case Number and Copy that incident with Contact and ORg

Question
16
Views
0
Comments
edited Jul 1, 2019 5:13PM in Agent Desktop

Summary

I am trying to put a workflow together. Need some help

Content

Hi Here is my business case

An Agent will create an incident, needs to be prompted to search for a case number and once the agent finds an incident with a case number, he can select that incident and use Copy function to create another incident with Contact and Org. Then some field like Status (will be set to open) and Details (free text custom field) will be set to certain values and the incident needs to be shown to Agent. If it is an existing incident, then it will just open the incident. If the agent does not want to make  a copy of the

Howdy, Stranger!

Log In

To view full details, sign in.

Register

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