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Hi community,
I want an email to be sent to a previous case owner to say the status reason of the case they dealt with that was closed has changed and the case record timeline will showing this update. Current steps used in the screenshot below: I think I would have to convert it to a real-time workflow? Any suggestions or steps will be helpful.
Hi,
New custom lookup is look up to User field to store the previous owner. Owner can be either Team & User it can not be Case/Incident
Hello Bipin, thanks for further guide. I am assuming the custom new look up field is a look up to the case record type and relationship to incident table? I am also trying to add sla to the workflow but those fields are locked for me to include dynamics values. SLA is first response 1 working day & resolution two working days? Should a create a separate worlfow for this and attach as child workflow? Any steps will be appreciated
Hi,
Yes, Create new Custom lookup field Previous Owner. And use Real time workflow to auto populate this field value. Please see below Workflow configuration. Trick is set Before - when Record is assigned.
Hi Steve Zhao, thanks for your guide . Do you mean create a new look up field on case entity called previous owner? If possibe can you share the js code? In my status reason one option added is (email). And the timeline should show: case reopened via email?
Hi Sol007,
You can customize a lookup field(Previous Owner) and get previous case owner record by editing JS code.
Create a real-time workflow. I used a default Previous Owner(Test User A) in the process of testing.
Here is the result.
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