How to set a DCM lifecycle as the default if no other Cases' Start Conditions apply?
We are trying to set up a default case in DCM for our Leads, but I cannot see a way to achieve this with the GUI editor - we can either specify some other set of values for the "Which column determines which case to use with a record?" column, or can specify that that column is not filled in, but our use case is such that it should choose this default case when either the column is not populated or the column is populated by any values not specified in other Cases' filters. Can this be done in some way I'm missing?
Thanks in advance.
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Hello,
Unfortunately, the desired behavior cannot be configured in such a way out of the box. You can only use a set of values for the "Which column determines which case to use with a record?" column or can specify that that column is not filled in separately on standard DCM tools.
We believe that default case managing can be achieved by means of development.
Thank you.
Hi Serhii, do you know what sort of development this would entail? I tried modifying the case's metadata in a trial environment using a filter generated by adding a static filter to a data list, but the case management designer failed to load properly when I'd done that and the Lead that would match the modified query didn't have any DCM bar against it when I loaded it, so it didn't seem to work.
The only other thing I can think of would be to have an additional redundant field that's based on the column(s) that are wanted (and automatically gets updated as they do) that stores the Case required, but it's not the most elegant solution. Would be nice to hear if there is some method I've not thought of?
Thanks,
Harvey