SECTION CASES | Community Creatio

Question

06:43 May 09, 2023

Hi,

Due to a system change I now have over 1,000 records that need the change case launched. Is there an efficient and quick way to do this?

Thanks, Mai

3 comments

Anton Starikov

19:09 May 09, 2023

Hi!

Currently there is no possibility of mass records edition (like assigning an owner to multiple records), however, you can do it with the simple business process. Here is the example with the Accounts.

I used to have different owners:

but after running this process

all of them were changed to the Supervisor:

We have already registered the idea for our R&D team to implement this functionality in further releases. I will assign your case to this project in order to increase its priority.

Best regards,

Anton

Damien Collot

12:00 May 10, 2023

Yes please !

Vladimir Sokolov

12:58 Jul 14, 2023

Anton Starikov,

Could you please reshare your pictures - they are not shown now. And changing Case is not the same as changing Owner, as I understand

Thank you!

Vladimir

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Question

can't add fields in case on mobile

Mariam Moufaddal

21:06 Apr 15, 2022

Hello,

I am working on adding new fields in the cases section on mobile application to be visible for a portal user when submitting a case. I have added the fields in page setup via mobile application wizard as shown bellow:

but I still can't see those fields on mobile as a portal user:

Is there a way to accomplish this?

Thanks,

1 comments

Gleb

13:38 Apr 16, 2022

Hello Mariam,

you can try to clear the cache and synchronize the Mobile app once again after you have created the Case page.

Also, you can refer to the articles on the Academy to find the solution:

https://academy.creatio.com/docs/7-18/developer/mobile_development/cust…

https://academy.creatio.com/docs/7-18/user/platform_basics/mobile_app/p…

if this won't help, we recommend you create a support case based on the problem so our Support team will be able to work on the issue.

Regards,

Gleb.

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Question

SECTION CASES

alerts

Stages

Prompt message to user when case element moves stage

Chani Karel

04:04 Oct 17, 2021

Hi,

When moving opportunity stage to completed, I want to make sure user completed specific things. (Created an order and more) and enforce to complete if not.

I added a sub process element to the completed stage, it runs a BP that check all things I need and return true/false.

I set the change step after element is complete to- 'if BP result == false then move stage to 1 stage before completed.

It works nice, but I want to explain the user why he can't move stage to completed.

Prompt a message or anything else that can show a message saying 'You can't move to stage completed before creating an order...'

Hoping for a positive reply.

Thanks,

Chani

2 comments

Best reply

Chani Karel

17:06 Oct 17, 2021

I used https://customerfx.com/article/sending-a-message-from-server-side-c-to-… article for this.

Chani Karel

17:06 Oct 17, 2021

I used https://customerfx.com/article/sending-a-message-from-server-side-c-to-… article for this.

Bogdan Lesyk

10:41 Oct 18, 2021

Chani Karel,

This is splendid example.

We don't have much examples on it, because the out-of-the box logic of DCM is not usually changed.

But please also check this information, yo can try to override some logic due to your business task.

https://community.creatio.com/questions/show-confirmation-dialog-confir…

Also please check this post:

https://community.creatio.com/questions/overrride-click-event-workflow-…

Here is another tip by Ryan, could be useful for you:

https://customerfx.com/article/triggering-an-event-when-a-field-is-chan…

Best Regards,

Bogdan L.

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Question

SECTION CASES

Complex Requirements for Stage Advancement

Gary Amoe

00:26 Sep 22, 2021

Good afternoon,

We are currently trying to tackle a problem with Section Cases. The basic problem is that we want more control over when Stages are allowed to advance and when they aren't, example:

One object serves as a parent object for another, each of these child records should be in a final status before the parent is allowed to advance from Implementation to Closed. How do we go about implementing this? Is there a way, even if it requires some coding, to limit advancement based on complex criteria like this? Specific combinations of fields being complete, or connected records having certain criteria met.

Additionally - using the elements available to us in the Section Case editor can cause problems where if certain criteria require a case to be rolled back to an earlier stage, any activities or any other processes we have set up for that stage will all fire again and create duplicate activity entries and what have you. Has anyone found a way to limit the case elements to only firing the first time a given object reaches that stage? This wouldn't always be necessary but is for some of our cases.

Thanks so much!

3 comments

Best reply

Roman Rak

19:26 Sep 27, 2021

Hello Gary,

Hope you're doing well.

If I understood your question correctly, you can involve business processes for this task. For example, you want to set the condition when the Opportunity record can move to the next stage based on the situation if all related Leads reached, let's say, "Satisified" status. In this case, you will need to create a business process (in the DCM settings it will be available as 'Sub-process (Call Activity)' element), which will read the connected Lead records and checks the condition where the number of records with 'Lead stage' ≠ 'Satisfied' should be equal 0. Then established on the process result move the Opportunity record stage to the appropriate stage.

We suggest checking the following articles:

Best regards,

Roman

Roman Rak

19:26 Sep 27, 2021

Hello Gary,

Hope you're doing well.

We suggest checking the following articles:

Best regards,

Roman

Chani Karel

16:19 Oct 19, 2021

Roman Rak,

Hi,

I used the links above and they helped me. Thank you for that!

But, as Gary wrote when you roll back to an earlier stage it create duplicates for all activities.

This doesn't have to do with complex requirements, also if a user manually go back to an earlier stage it creates new activities.

Any solutions?

Thanks

Anastasiia Zhuravel

14:34 Oct 20, 2021

Chani Karel,

Hello,

In this case you can make activities required and complete them while moving through the stages. Alternatively, you can simply complete them without making them required, however it will be more difficult to track as some users could just skip or ignore the activity records.

Also, as an option, you can improve your business process, that changes the stage of the record to previous one by implementing the steps to read all the activities that are already connected to the record and change their status to "Completed", this way such activity records will be no longer displayed on the Action panel.

Hope, it clarifies!

Best regards,

Anastasiia

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Question

support

Technical support

case

dynamic case management

emails

cases

SECTION CASES

How to override or modify or restrict or control the TO and CC field when an email is triggered from CASE?

Bhoobalan Palanivelu

19:19 Jun 14, 2021

Hi Team,

I have followed a below setup to register a case automatically from emails.

https://academy.creatio.com/docs/user/service_tools/service_cases/case_settings/set_up_case_registration_from_emails_from_mailbox_alias

I configured a mail box and when a mail received, a new case is Created.

I see that this business process runs to send a notification when a case is created.

BP - Incoming email registration process

when a case stage is changed, I noticed that this business process triggers

BP - Send email to contact on case status change, this is linked to another Sub-Process BP - Send email to case contact.

Here, I would like to send the email only to the contact from whom a mail is received to Creatio CRM instance. All the CC has to be removed?

How to achieve this?

Scenario : MAIL Notification is sent only to the sender not to the people in CC

STEP 1 : support@MyCreatio.com ---> configured in Creatio CRM Instance

STEP 2 : A user (From : TestUser@Company.com , CC : TestUser1@Company.com, TestUser2@Company.com) sends a mail to support@MyCreatio.com asking for a clarification/request.

STEP 3 : A new case is created and a notification is sent to the user who created a request (i.e., From : Support@MyCreatio.com, TO : TestUser@Company.com, CC : TestUser1@Company.com, TestUser2@Company.com).

Here, I want to remove the CC and the notification is sent only to TestUser@Company.com from whom the request is created.

Please find the attached image below for reference,

Best Regards,

Bhoobalan P.

4 comments

Yurii Sokil

16:11 Jun 24, 2021

Hello Bhoonalan,

Please enable Features CasesOnlyRespondToSender and SendOnlyToContactEmail . For MSSQL, use following script:

DECLARE @featureCode varchar(max) = 'Feature code',

@featureId uniqueidentifier;

set @featureId = (select top 1 Id from Feature where Code = @featureCode);

IF @featureId is null

BEGIN

insert into Feature

(Name, Code)

values

(@featureCode, @featureCode);

set @featureId = (select top 1 Id from Feature where Code = @featureCode);

END;

delete from AdminUnitFeatureState where FeatureId = @featureId;

insert into AdminUnitFeatureState

(SysAdminUnitId, FeatureState, FeatureId)

values

('A29A3BA5-4B0D-DE11-9A51-005056C00008', 1, @featureId);

This script enables the feature , or creates the feature if it's not created on your instance

Also, please enable sysSetting AutoNotifyOnlyContact.

Best Regards,

Yurii.

Bhoobalan Palanivelu

21:03 Jul 07, 2021

Yurii Sokil,

Thanks for the response!

I ran this query but I couldn't find the following two codes casesOnlyRespondToSender  and SendOnlyToContactEmail  in Feature table & AdminUnitFeatureState.

Kindly help me with where can I find the mentioned field values?

1.CasesOnlyRespondToSender

2.SendOnlyToContactEmail

Yurii Sokil

21:10 Jul 07, 2021

Dear Bhoobalan,

If you cannot find this codes, it means that the record for that feature doesn't exist in the Feature Table.

Using the query i provided you can update the feature if it exists, or create it if it doesn't. So in your case the query will look like this(i'll only show the relevant piece of code, please use the full query mentioned above) :

DECLARE @featureCode varchar(max) = 'casesOnlyRespondToSender',

.........

DECLARE @featureCode varchar(max) = 'SendOnlyToContactEmail ',

...........

Best regards,

Yurii.

Bhoobalan Palanivelu

08:12 Jul 08, 2021

Yurii Sokil,

Great, Appreciate your assistance!

This helps and also can you please help me with reverting the changes to the previous or existing ones.

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Question

Record for Macros is not getting saved If there are more than 1 send email added in a case.

Amritha Mayan Gorky

10:05 Mar 02, 2021

Hi Community,

We are trying to add send email in a case for each stage but after adding the "Record for macros” with the “[#Main record.id#] for one send email and for another stage when we create the same and add it the previous "Record for macros” value also is not available and the present one also.

Question : We are creating a case and it has many stages and in each stage we are trying to send email to the owner on the status . So we have added the “Send Email” and provided "Record for macros” with the “[#Main record.id#] and the same was added to the next stage also. but when we reopen the “Send email” the entered value for “"Record for macros” is not saved and while saving the case also it asks us to add it once again though we add and save it. The value doesn’t get saved and it is empty.

File attachments

Screen Shot 2021-03-02 at 1.33.26 PM.png

Screen Shot 2021-03-02 at 1.24.11 PM.png

1 comments

Danyil Onoprienko

14:26 Mar 02, 2021

Hello Amritha!

Thank you for your question!

Please be advised that in order for the Macros to be executed as intended you may try adding a custom Macro to the HTML code of the [ HTML ] element of the Email template. You may find more information on it here:

https://academy.creatio.com/docs/user/marketing_tools/email_marketing/e…

In addition, I would recommend checking if the Macros was set up accordingly to these Academy Articles below:

1. https://academy.creatio.com/docs/user/marketing_tools/email_marketing/e…

https://academy.creatio.com/docs/user/bpm_tools/process_elements_refere…

https://academy.creatio.com/docs/user/bpm_tools/business_process_setup/…

In case you would want to add a Macro Handler you may find information on this subject here:

https://academy.creatio.com/docs/developer/front-end_development/creati…

Hope this would be useful!

Please do not hesitate to contact the Creatio Support team in case you have additional questions!

Regards,

Danyil

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Question

SECTION CASES

Detail reload

Studio_Creatio_enterprise_edition

7.17

Reload detail in editpage after chose section case

vinh.nx

09:19 Feb 24, 2021

i want to reload the detail record after i chose the "Processed" case.

i have found this.reloadDetails() but it's use for the function from editpage

Can anyone help me out with this issue ?

1 comments

Danyil Onoprienko

19:50 Feb 24, 2021

Thank you for your question!

Please be advised that you may feel free to use the "this.reloadEntity();" method for your case.

In addition, you may use a Marketplace solution for refreshing detail`s or section`s lists: https://marketplace.creatio.com/app/refresh-data-button-creatio

Or, you may find more information on your case by these community threads below:

1. https://community.creatio.com/questions/how-refresh-entire-page-without…

2. https://community.creatio.com/questions/default-value-custom-objects

3. https://community.creatio.com/questions/reload-record-page

Thank you!

Regards,

Danyil

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Question

Add custom TAB in Agent Desktop

Yosef

12:06 Sep 30, 2019

Hi everyone,

I would like to add my Cases (with certain filters) as an additional tab in Agent Desktop.

https://prnt.sc/pcrw94

The current tab "CASES" comes from the Queue section.

Thank you in advance!

4 comments

Alina Kazmirchuk

17:36 Sep 30, 2019

Please create a new detail based on the Case object via Detail wizard. The article on the academy will be helpful for that:

https://academy.bpmonline.com/documents/technic-sdk/7-14/creating-detail-wizards

Add a new tab and add the newly created detail to the tab via Section wizard. There is an opportunity to add filter to the detail via JS development. Please find the example in the article by the link below:

https://community.bpmonline.com/articles/filtering-details-several-fields

Yosef

17:58 Sep 30, 2019

Alina Kazmirchuk,

Hi Alina,

Thank you for your reply, it has given me an idea of how I can populate the tab once it's there. The problem however is that I cannot add a new tab.

The only visible option is changing the fields to display https://prnt.sc/pcxsnw , it seems like the tabs are created in a very unique way.

Alina Kazmirchuk

19:46 Sep 30, 2019

Yosef,

The related topic was discussed in the post by the link below:

https://community.bpmonline.com/articles/agent-desktop-group-queue-items-queue-instead-entity

Yosef

16:33 Oct 02, 2019

Alina Kazmirchuk,

Thanks again for the reply but it does not achieve what I want.

I want to create a new tab based on the *case Section*.

Another example to clarify my goal is to have a second tab that contains all the accounts. It has nothing to do with queues. (this is not my goal, this is an example)

If we look at the code from the link you send me we can see that "Queues" is being used:

var esq = Ext.create("Terrasoft.EntitySchemaQuery", {rootSchemaName: "Queue"});

I am trying to avoid this.

Hopefully this clarifies my goal.

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Idea

Discussion

Feature Request - Cases can create activities within Project Tasks

Mark Roberts

16:08 Sep 09, 2019

Hi,

We are a company delivering technical professional services and as such using the Project Management module to manage our customer engagements.

We are using the Cases function in order to put structure around these engagements and it is great that we can auto create activities for users when the stages are moved through.

However, in most circumstances within the Projects area we utilise the Tasks structure and would therefore benefit from being able to create an activity automatically when a cases stage is changed within a specific task.

For example:

1. Task structure contains a task to complete a 'Project sign off' form with the customer

2. The Cases structure contains a Review Completion stage

3. When moving a project to this stage an activity is created within the Task entity 'Project sign off' and not at the project level

This will keep things nice and neat and allow better use of the project tasks and the management of these.

thanks

Mark

Do you like this idea?

3 comments

Janine White

19:57 Sep 09, 2019

You can use processes to monitor tasks and make changes or add records based on field changes, even if you are using cases.

Mark Roberts

23:11 Sep 09, 2019

Janine White,

Are you suggesting that a process could do something along the lines of:

1. Look for project level Activity that meets specific criteria

2. Moves that activity into a preset Task level

Something other than this?

Thanks for your reply

Janine White

02:52 Sep 10, 2019

Processes can watch for changes in any field using the Signal Start event, for example:

Then, add, modify or delete records using System actions, for example:

If you want to use the same Activity in different ways, this may work. However, if it is a process with different steps, it's probably best to use a new activity to track the next action whether the same person will be doing it or not.

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Question

Packaging the section cases

aaykay

05:19 May 16, 2019

Hi,

When I export a package, does it also include the section cases?

I have created a package, set it as current and then I made a few section cases. I can not see anything in the package. Will the section cases be there in the package when I export the packages to other instance?

If not, how should I approach this?

Thanks in advance.

Regards,

1 comments

Dennis Hudson

07:56 May 20, 2019

Hello!

Section cases are added to the package as a regular configuration object, looks relatively similar to business process (e.g. http://prntscr.com/nqret9) When you add a case while you have current package set to your package the case would be saved in your package. You should see created cases in your package though, please check your current package setting and dependencies of your package.

Best regards,

Dennis

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