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I am after some help in regards to a problem I have with Service Cases.
We have over 1000 Service cases that are currently Active (Open) but should in fact be Resolved (Closed).
I can click on each Service Case individually and select the Resolve Case button at the top of the screen and then fill out the following form
This works but as you can imaging doing this to over 1000 calls individually is going to be very time consuming.
I am able to select multiple Service Cases from the All Cases screen but as soon as I do this the Resolve Call button disappears.
I am assuming that I probably need to run a Workflow but need some assistance on how I would go about doing this.
All Resolved calls will have exactly the same information entered into the screen above
the Resolution Type field will be - Problem SolvedResolution field will be - Call CompletedBillable Time will be 0 minutes.
So basically what I want to do is select multiple calls from the All Cases screen and then click somewhere to close all of these highlighted calls with the same resolution information.
Can this be done.
My skill level is basic but I can follow instructions pretty well.
Would appreciate any help you may have.
You can create on demand process(work flow) to change status of Service case.
And In the Service case view, check the target record and run the work flow.
Thank you for your reply. Good to know that it is possible. Can you explain what I need to do to create the on demand work flow you are referring to.
Followed the article and was able to follow and worked out a solution. Thanks for your help.
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