Sub-Grid Populating when Creating a Case Record

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Posted on by John Fisher

We are in the process of piloting the Interactive Service Hub for our Call Centre and have noticed a most undesirable behavioural difference than the standard forms. When creating a Case record in the standard form, when you put a value in the Company field it automatically retrieves the Quick View component which includes related Cases for the Company without needing to Save. When doing the same thing on the equivalent Interactive Service Hub form it display a message "To enable this content, create the record" in the place where I would expect to see the related Cases. It forces me to Save the record for this information to be visible which is definitely not how we expect the system to behave.

Is there a way we can make these new form types behave the same as the standard forms?

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Customer Service

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John Fisher on at

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RE: Sub-Grid Populating when Creating a Case Record

Hey Scott

Thanks for the quick response. I've been reading a bit more on the update which I admit caught me by surprise (I'll blame being on vacation).

It certainly seems VERY significant and will likely change some of the decisions we make on the Call Centre service hub rollout. Is there any intelligence anywhere regarding when we will see the ISH vanish and be replaced with the new CSH?

cheers

John
ScottDurow 50,177 on at

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RE: Sub-Grid Populating when Creating a Case Record

Hi John,

The ISH is due to be replaced in version 9 with a UI that is closer to the Web UI - it is not yet in the preview - but I'll keep you posted when I see what it does!

In the current verison, you can't replicate behaviour you describe in the ISH with custom code.

Hope this helps