Get Related Entity record's value

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Posted on by Radoslavov

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Hi guys,

I see there are my posts regarding similar issues, but I have a very straight scenario and I'm struggling with finding a solution for it.

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Here are the entities included in the solution:

Case (OOB)

Case Category (Custom Entity)

Create Internal Case (Custom Entity)

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The Scenario

A Support manager creates a Case Category record (for example Purchasing Issue), he sets a priority for the category and owner (which is normally a team Sales, Marketing, etc.)

An internal user creates an Internal Case record, he selects a Category from a lookup filed to Case Category entity.

A background workflow is triggered upon Internal Case creation and Created a standard Case in CRM by adding details from the Create Internal Case record and sets Case owner to be the owning team of the Case Category

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The issue:

The issue that I'm facing is that I cannot see any of the fields from CAse Category related entity when creating the WF

Screen-Shot-2020_2D00_04_2D00_01-at-1.01.27-PM.png

Screen-Shot-2020_2D00_04_2D00_01-at-1.02.29-PM.png

I tried using Actions on Case Category entity with Assign Value step to take the Owner field, but nothign was displayed

Screen-Shot-2020_2D00_04_2D00_01-at-1.08.37-PM.png

Screen-Shot-2020_2D00_04_2D00_01-at-1.10.19-PM.png

Any suggestions?

Thanks in adnvanced

Kiril

All responses (3)

Answers (1)

LeoAlt 16,329 on at

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RE: Get Related Entity record's value

Hi partner,

I'm so glad to hear that :-)

Cheers,

Leo
Radoslavov 380 on at

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RE: Get Related Entity record's value

Thanks Leo,

indeed you were right!

I added a hidden Lookup filed to Queue in the Case Category entitym then added a WF to update it based on the Team's default Queue, and everything else happens.

Thanks once again for the help
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LeoAlt 16,329 on at

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RE: Get Related Entity record's value

Hi partner,

Did the "Created by Team(Queue)" field on case form is a lookup field to Queue entity?

If so, the workflow could not set the owner value to this Queue lookup field, Only fields of the same type can be assigned values. Like set owner to created by, modified by....

If you created queues for each team, so you could add a queue lookup field in case category entity and set the queue value based on the owner.

For example, the owner of category is Team A, and there is also a queue named Team A at the same time, so you could add the Team A queue to the queue lookup field on category, and then you will be able to set its value to "Created by Team(Queue)" on case form.

If my understanding is not correct, please kindly share more details.

Regards,

Leo