By using this website, you agree to our Terms of Use (click here)
I look forward to R18 when I can get my hands on Business Events. Unfortunately, at the moment we are on R17.
Does anyone know how or even where I would start looking to be able to update case status when the following actions happen:
1) a case is assigned to a rep and the status changes from new to open
2) an email comes in for a closed case to reopen it.
hoping there is an answer aside from either a customization or business events. I agree business events would be best but as it is we had some struggles updating to R17 and likely aren't looking to do any more upgrades until at least next year, but I am looking for a solution I can implement now.
Thanks in advance!
Unfortunately I think you would need a customization for #2.
Not completely sure though on #1. Sounds like you want to update the Status when the Status changes?
Sorry about that, for clarification on #1 we want to update the status when an rep accepts the case, so if the owner field changes and the status is new that the status would then change to open.
Ah, I see. The only way I can think of without doing a customization would be to use a technique that I learned recently.
Basically, setup an Import Scenario with a SQL View as the Data Provider. Then in the WHERE clause of the SQL View, put your logic so that it shows you all Cases with an Owner but that have a Status of New. Then setup the Import Scenario to change the Status to Open for everything returned by the SQL View.
The only downside is that it won't run instantaneously like Business Events. But you could run it on a schedule (daily, hourly, every 15 minutes, etc.).