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I am looking for some guidance on the how to achieve the following scenario:
- Create multiple Case templates (e.g. Template A, Template B, Templates C)
- Each templates have specific unique fields and will be used to create cases depending on the customer
- Ability to also create Child case using the any of the template
Have you tried using Business Rules to control field visibility based on an option set of the customer type?
So lets say Customer A needs a case, you would select your Customer Type as "A" and the business rules would trigger, hiding/showing all the fields necessary fields needed to create their record.
Either that or having an option set change the form (a bit of JS might be needed to refresh on field change) to one that is set specifically for that customer/template.
Sam
Thank you Nya for your response. Below is the scenario:
1. Assume I have 2 customers (A and B)
2. We will use Customer A in the scenario.
3. I need to capture different information for each customers, meaning create unique custom fields for each customer
4. When Customer A sends an email, a case is created and I need to capture information for fields that is unique to customer A (e.g, fields l, M, N, O, P, Q)
5. I want to be able to create child cases, and the child case I am creating should hide or show fields depending on the queue I am going to assign the chile case to.
- For example,
a) if I am creating a child case to assign facility queue - I only want to show fields I, M and N
b) if I am creating a child case to assign account queue - I only want to show fields O, P and Q
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