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Cases questions

  • 1.  Cases questions

    GOLD CONTRIBUTOR
    Posted Jul 23, 2019 01:45 PM
    I am hoping someone can help me clarify some things that I can't quite seem to find an satisfactory answer on google for...  :)

    In Cases, specifically reports - I have the option to select Cases Master and Cases Parent - what is the difference between these? Everything I find just references the parent / child cases but nothing really explains what the differences are and why I would pick one over the other in report building.

    Another question I have, is there a way to link to the case from the email template builder? I found a tutorial yesterday - but it references opportunities and the same buttons aren't available on that screen. I did find a round about way to get it (and I don't remember how I did it), but it doesn't actually link it when the email goes out. It just shows the code as

    <hyperlink><name>Link to the Incident Record</name><value>{Link to the Incident RecordIncident-{Record URL(Dynamic)}}</value></hyperlink>

    And doesn't actually give me a link to the case. So clearly something is done wrong but I don't quite know what.

    completed email screen shot

    Email template builder
    Thanks for any advice or insights you might have. :) 


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    Gretchen Garcia
    IT Technician
    Denver Public Library
    Denver CO
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  • 2.  RE: Cases questions

    GOLD CONTRIBUTOR
    Posted Jul 23, 2019 02:10 PM
    I can't help you with the Cases Master unfortunately.

    However about the email: It happened to me occasionally that fields I entered into the email body didn't get resolved. In that case what works for me is to remove the field and add it again.

    Now the tutorial that you found is showing you how to add the email directly in the workflow using the option "Send email" with "Create New Message" - rather than using a template:


    When I try inserting it into a template I also don't find this option - and after a quick search it seems that it's not possible/very complex out of the box.
    If you use "Create New Message" to find the URL for any record you can then look for the Field "Record URL" in the form assistant on the right.:


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    Sissy Bottcher
    Business Process Innovation Specialist
    StudyPortals
    San Diego CA
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  • 3.  RE: Cases questions

    GOLD CONTRIBUTOR
    Posted Jul 23, 2019 02:26 PM
    That's how I did it. Thank you Sissy! ;) I did it just before leaving last night (probably not the best move) and figured I'd deal with the results in the morning as emails were being a little pokey. I'll try removing it and reinserting again. Maybe it'll play nicer the 2nd time around.

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    Gretchen Garcia
    IT Technician
    Denver Public Library
    Denver CO
    ------------------------------



  • 4.  RE: Cases questions

    GOLD CONTRIBUTOR
    Posted Jul 23, 2019 02:47 PM
    LOL now the link code is in yellow... silly template builder.... It seems like such a simple thing to include and yet the make it so dang hard.

    email screen shot


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    Gretchen Garcia
    IT Technician
    Denver Public Library
    Denver CO
    ------------------------------



  • 5.  RE: Cases questions

    SILVER CONTRIBUTOR
    Posted Jul 24, 2019 01:14 PM
    The Case Master is related to the merge case functionality. You can merge up to ten cases at a time, and you will have to select a master in the merge dialog.

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    Ulrik Carlsson
    Sr. Solution Architect (CRM Chart Guy)
    eLogic
    Petaluma CA
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  • 6.  RE: Cases questions

    GOLD CONTRIBUTOR
    Posted Jul 25, 2019 03:35 PM
    Thank you! =) That is helpful in understanding what the report options are now.  Appreciate it!

    ------------------------------
    Gretchen Garcia
    IT Technician
    Denver Public Library
    Denver CO
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