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

How to manage multiple difference types of cases from different departments

(0) Share

Report

Posted on by HangryMapache

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.

All responses (2)

Answers (0)

Suggested answer

Yuri ji on at

Like (0)

Report
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”).

2. Use JS to switch BPF.

Add web resource

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.

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

Before:

After:
Suggested answer

KK-365 1,010 on at

Like (0)

Report

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