Design Assistance - User Creates and Assigns Case to multiple Teams

(0) Share

Report

Posted on by Weldarb

I have been working on a requirement that states that a user should be able to receive a case, and then assign it to multiple teams for review. I am considering tasks vs. generating parent child relationships. As an added requirement the customer wants to be able to track metrics around the time for the individual teams take to resolve the case (or task.) My questions are:

How can a Workflow be used to create a child case related to a parent case?
Can a roll-up query provide a field on the parent case showing the status of all child cases? ( ex. 2 of 5 resolved)
If I chose to use a task relationship, what's a good way to provide the same metrics.
What's a good way to use business process's and their new feature to track the times, can this be done if child cases or child tasks are created?

I know its a lot, just want to determine what the normal best practice you may do in your work.

Thanks,

*This post is locked for comments

All responses (3)

Answers (1)

ashlega 34,475 on at

Like (0)

Report

RE: Design Assistance - User Creates and Assigns Case to multiple Teams

That's what I'm not sure about - depends on what you are going to use them for.

You can capture the resolution times in a separate field, or you might try to calculate them automatically using a calculated field. But, then, is is a resolution time from the client standpoint or from the team standpoint? (as in.. it may look as if it took 5 days from the client perspective, but, in reality, the team only spent an hour - it just did not have time to work on that task until day 5)
Weldarb 9 on at

Like (0)

Report

RE: Design Assistance - User Creates and Assigns Case to multiple Teams

Ok, good points and you have affirmed my assumptions. I'll have to make a decision, any thoughts on capturing the resolution times if I were to use Tasks vs. cases?
Verified answer

ashlega 34,475 on at

Like (0)

Report

RE: Design Assistance - User Creates and Assigns Case to multiple Teams

Hi Wal,

I think the main difference between cases and tasks is the amount of information you can store in a case vs the amount of information you can store in a task. If all you need is, really, just to notify the team and track the time, then I'd go with the tasks. If every task can end up being a "case" on its own, I'd go with child cases (as in.. there could be other contacts involved, other tasks assigned, other SLA-s, etc)

To answer your other questions:

- Re: workflow - you can simply set "Parent Case" field when creating a child case

- Re: rollup - I don't think you can create this kind of text directly in the rollup field, but you can have two rollup fields (total number and resolved) instead

You can capture the resolution times either way - not sure how you are planning to use them, though.

Hope this helps.