Skip to main content

Notifications

Service | Customer Service, Contact Center, Fie...
Suggested answer

How to manage multiple difference types of cases from different departments

Posted on by 112

We are setting up a Service Center, with Power pages as a front end, for our internal staff. 

Staff with be able to create many different types of cases, IT request, Equipement requests, translations request and a few more. Each type of case requires different fields and may have different processes.

What would be a best practice for setting this up?

Any insight would be useful.

  • Suggested answer
    Yuri ji Profile Picture
    Yuri ji on at
    RE: How to manage multiple difference types of cases from different departments

    Hi Hangry,

    I tried to test what Kapil said, and it worked.

    Please follow the steps I have given below to try:

    1. Use “Business Rule” to control which fields to hide based on “Case Type”(for example “Question”).

    pastedimage1661845858552v1.png

    pastedimage1661845869680v2.png

    2. Use JS to switch BPF.

    Add web resource

    pastedimage1661846102770v3.png

    Use your own BPF's GUID in “setActiveProcess()”

    function swBPF(executionContext){
        var formContext = executionContext.getFormContext();
        var caseType = formContext.getAttribute("casetypecode").getValue();
        switch(caseType){
        case "1": formContext.data.process.setActiveProcess("d0cff495-0e28-ed11-9db1-000d3a32bab7");break;
        case "2": formContext.data.process.setActiveProcess("0ffbcde4-61c1-4355-aa89-aa1d7b2b8792");break;
        case "3": formContext.data.process.setActiveProcess("0ffbcde4-61c1-4355-aa89-aa1d7b2b8792");break;
        default: formContext.data.process.setActiveProcess("0ffbcde4-61c1-4355-aa89-aa1d7b2b8792");break;
        }
    }

    Add an onload event to the page.

    pastedimage1661846281966v4.png

    3. “Case Type” is the before and after comparison of Question and not Question.

    Before:

    pastedimage1661846297935v5.png

    After:

    pastedimage1661846307792v6.png

  • Suggested answer
    KK-365 Profile Picture
    KK-365 1,010 on at
    RE: How to manage multiple difference types of cases from different departments

    Hello,

    There are multiple ways you can achieve this.

    1. You can hide and show the fields, sections or tab based on the selection of the type of case.

    2. You can have different business process flow based on the type of case and have common fields on the case form.

    Do let me know if you need more details.

    If you find this helpful, please mark it verified

Under review

Thank you for your reply! To ensure a great experience for everyone, your content is awaiting approval by our Community Managers. Please check back later.

Helpful resources

Quick Links

November Spotlight Star - Khushbu Rajvi

Congratulations to a top community star!

Forum Structure Changes Complete!

🔔 Be sure to subscribe to the new forums you are interested in to stay up to date! 🔔

Dynamics 365 Community Platform update – Oct 28

Welcome to the next edition of the Community Platform Update. This is a status …

Leaderboard

#1
André Arnaud de Calavon Profile Picture

André Arnaud de Cal... 290,900 Super User 2024 Season 2

#2
Martin Dráb Profile Picture

Martin Dráb 229,275 Most Valuable Professional

#3
nmaenpaa Profile Picture

nmaenpaa 101,156

Leaderboard

Featured topics

Product updates

Dynamics 365 release plans