While migrating Service Cloud from Classic view to Lightning, there is a major issue that Case close button is not available in the detail page in Lightning. There are several workarounds we performed but unable to achieve it in detail page.
- Created a quick action button and added it to the page layout but it is viewed in the Case Feed not in the detail page.
- Created a custom button and added a URL to get Case Close Page, the button is shown in the detail page. On clicking the button the close case page is viewed in the classic view and after giving values and saving the page it is not returning to Case detailed page. Since java scripts are not supported in the lightning I am unable to use it in the Custom button.
- Created a flow for the case close page but unable to achieve the results as Flow is not returning to the case detail page.
Unable to get the quick action in the detailed page when we disable the Case Feed Tracking, Since the requirement from the business is to not to disable it we are unable to proceed further. Is there any other better way without using Visualforce page or Lightning component since it is getting complex if we use those.
Appreciate any help. Thanks in advance!
5 Kommentare
You could add a checkbox on Email Message and setup a WF or PB to close the case when checked after the email is sent. It was nice to have the status field right by Send in classic console. Credit to @Jonathan Maher on the idea.
