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Case Resolution Form

  • 1.  Case Resolution Form

    Posted Jan 11, 2019 11:24 AM
    I've been following the thread on customizing the case resolution form with interest as I'd really like to be able to do that. My question, however, is about how the resolution doesn't give any case information. For example, if there is a resolution on the activities panel in the customer account and I open it, there doesn't appear to be a way to see what case it is associated with. Is there a way around that other than going into every case?

    Thank you!

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    Nanci Zehner
    Technical Support manager
    Xanatek, Inc.
    South Bend IN
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  • 2.  RE: Case Resolution Form

    GOLD CONTRIBUTOR
    Posted Jan 13, 2019 02:39 AM
    Hi Nanci,

    If I am able to understand you correctly you would like to actually view the cases resolved or lets say cases connected to an account when you access an account.

    You can do this by creating a subgrid on your account form. This subgrid will only show the cases related to that specific account.
    You will have to go through the below steps.

    1. Create a N:N relationship between the Case and the Account entity.
    2. Access the account entity and then navigate to forms -->choose the form-->click on insert and then click on subgrid.
    3.  Select related records only and under entity you will be able to see cases(accounts) or accounts(cases) -->select that click on save and publish the customization.

    Post the same it should show you cases connected to an account

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    Bhartendu Pandey
    Willis Towers Watson
    London
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  • 3.  RE: Case Resolution Form

    Posted Jan 14, 2019 01:56 AM
      |   view attached
    Hi,

    If it fits your requirement, you can have the activity feeds (Posts) enabled for Case entity which will then display the posts mentioning the case title. It will also open the case record when you clock it. Refer attached screenshot-


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    Ravi Kashyap
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  • 4.  RE: Case Resolution Form

    SILVER CONTRIBUTOR
    Posted Jan 14, 2019 05:56 PM
    Hi Nanci,

    As Ravi mentioned, you can access those settings here under Settings - Activity Feeds Configuration. My cases then appear under the System Posts where I can drill into the case itself.

    Settings
    Activities

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    Daniel Demers
    Chief Digital Information Officer
    Richard Jay Laundry
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