x Want to participate? Join the group to interact
  • State Not Answered
  • Replies 1 reply
  • Subscribers 74 subscribers
  • Views 103 views
  • Users 0 members are here
Browse Forums
Announcements
105
topics
32
replies
General Discussion
6k
topics
18k
replies
Proconsult

Is it possible to have two different case screens depending on the workflow chosen ?

Posted By

Hi all,


I would like to know if it is possible already (easily), or if it should be raised as a new feature request for the product :

Let's suppose I have two different Case worfklow, one for Installation, Onboarding and Helpdesk Management, and another one for Service cancellation.


Let's assume that I need a complet set of fields that are completely different for each workflow.

I would then need that Case screen for Helpdesk Management only shows and tracks the appropriate fields and not the ones for Service cancellation and vice-versa.

Is it possible then to specify that the New Helpdek ticket workflow rule calls a dedicated Case screen A and that the New Service cancellation workflow rule calls a different screen B ? Is it also possible for the case lists ? For the pipelines ?

I don't think so, so I'm working on creating a new entity called Service cancellation with dedicated fields, screen, list and eventually workflow. Do you think I'm on the right way ?


Thanks for your advice.

Proconsult

  • 0

    Hello

    For systems on Sage CRM 7.2 there would be 2 basic options. But since you are using Sage CRM 7.1 then you'll only be able to use the last two.

    I assume that you are happy with the idea that you can have two separate workflows and that the dynamically created action or progress screens can be what ever you need them to be for the two processes.

    The screen that you wish to be different is the Case Summary screen.

    The case summary screen is made up of three meta data defined screens - CaseWebPicker, CaseDetailBox and CaseProgressBox which is actually defined in the context of the CaseProgress table.

    Option 1) Use the clientside API to detect which case workflow you are in - there will be some field value that you can use as the flag for this - and depending on the field value you can hide the fields you do not need for this context. The API allows the gaps to be closed up.

    Option 2) Use some clientside code (this is not dependent on the API introduced in Sage CRM 7.2) to detect the workflow and then redirect the page to a custom page which is a rebuild of the Case Summary page. To have the screen designed exactly as you want it you would need to use new versions of the standard screen blocks.

    Option 3) Use create scripts to turn on or off the fields that are not needed in specific contexts. This is easy but just hides fields that you don need and there are a lots scripts to maintain as each create script has to be written separately.

*Community Hub is the new name for Sage City