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

Cases - Conditional Fields/BPFs by Case Type

(0) Share

Report

Posted on by Rebel Leader

Hi there,

I have a project that has about 100-150 different unique case category combos (Category + Sub Cat 1 + Sub Cat 2 = unique combo)

Most of these will have specific fields that need to display to capture information relevant to the unique combo.

A few of these (less than 20) will have fields + business process flows.

How to manage all of this.....

one case form with business rules/javascript to show and hide
multiple forms groups logically
individual custom entities with form component control
something else....

Thanks in advance!

I have the same question (0)

All responses (5)

Answers (0)

Suggested answer

Community Member on at

Like (0)

Report
Copy link

Link copied!

Hi Partner,

You can hide/show some fields based on case types through creating business rules.

Create business rules in Dynamics 365 Customer Engagement (on-premises) | Microsoft Docs

or you can use javascript to hide/show fields:

Hide / Show fields using JavaScript in Dynamics CRM - CRM Crate

Was this reply helpful? Yes No
Rebel Leader on at

Like (0)

Report
Copy link

Link copied!

Let's remove the business process flow from the scenario.

If have a number of different case types that require different fields to be shown/hid in the body of the case form.

I am looking for a recommended approach there.

Was this reply helpful? Yes No
Ram Prakash Duraisamy 2,287 on at

Like (0)

Report
Copy link

Link copied!

Hello Rebel,

No unfortunately not possible.

My general rule is that if the fields need to be hidden/shown based on another value then they are most likely too complex to be in the Business Process Flow.

Was this reply helpful? Yes No
Rebel Leader on at

Like (0)

Report
Copy link

Link copied!

Hi there,

Sure let me clarify.

Cases can have different types/subjects.

I need to dynamically present different fields and BPFs when the types/subject are selected.

EG:

When case subject 1 is chosen, display a certain set of fields and a BPF.

When case subject 2 is chosen, display another set of fields.

Was this reply helpful? Yes No
Community Member on at

Like (0)

Report
Copy link

Link copied!

Hi Rebel,

Your request it is general, I am not very clear about the specific requirements for 'manage' you provided.

Can you provide more detailed request?

Was this reply helpful? Yes No