Customer Relationship Management - PSFT (MOSC)

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2 Display Template IDs for self-service case creation in 1 business unit?

edited Jul 4, 2017 5:00AM in Customer Relationship Management - PSFT (MOSC) 1 commentAnswered

We are attempting to have 2 Create Case tiles on the Employee Self-Service>HR Service Center page, and have the 2 Create Case tiles load to 2 separate Display Template IDs for the same Business Unit. So, both of these self-service Create Case pages would ultimately create a case in the same business unit, but would use 2 separate/distinct create case Display Template IDs.

We are running into a situation where 2 business partners are in the same business unit and both want to allow self-service case creation, but they want to allow for different options on the self-service case intake page. For instance, one group would like to only ask for the Problem Summary and Description, with no other drop-down options [like Category/Specialty Type/Detail or Case Type/Subtype], and the other group would like to include Case Type/Subtype as drop-downs. So we are trying to accomplish this by having 2 different Display Template IDs for the self-service case creation page for 1 Business Unit,

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