I am currently looking for a way to modify the list of Record Types (for cases) that pops up when I select "New" on the case component on the account record page. Generally, when users go to the Cases object and select "New", they get an exhaustive list of all case types - including out IT support case. However, this case type is for internal use and I don't want users to get confused and create this case while they are on an account page (and thus, have the Contact Name auto-populate to equal the Account/Contact ID, when it should not be related to any existing SF account/lead/contact record).
My question is, is there anyway for me to customize the list of record types that pop up when utilziing the case component on the account record page? If not, is there a validation rule I could put in that wouldn't let users create a new IT support case if it has the standard "Contact" field filled out?
I was hoping I could remove the Contact field from *ONLY* the IT Support (record type) case page layout, but it is a standard field and unfortuantely, cannot be removed. Further, I do want users to have full access to this field when logging other case record types, as these do have a direct relation to our SF Accounts/Contacts/Leads. The issue I forsee is that, when you create an IT support case from an Account page, the "Contact" field auto-populates and if the user does not remove this auto-populated ID then it will appear as if the IT support case is related to the member - when this should not be permissible.
Any suggestions/help is greatly appreciated!
Thanks,
Ricki
4 Antworten
You'd have to create new Quick Actions for each Record Type. Or else a Validation Rule that looked something like:
AND(
RecordType.Name = "It Support",
NOT(ISBLANK(Contact))
)
