Hello Trailblazers,
I wanted to get some insight from the community around how to potentially solve for this issue. I want to use the case object to meet a primary business requirement. However, cases are already being used, and will not create a custom object to mimic the behavior of the case object. Essentially, I need the ability to associate or route an entity to a Case. I'm considering using Case hierarchies, but wanted to know if you all can provide some additional insight on this.
Here's the scenario: Using email to case, two types of entities come into the system. One is a Memo, which are essentially routed to a Case based on the business process and Cases are used for a completely separate business process. I know that using case record types could solve for this issue, but the main issue that I'm trying to solve is to associate a type of a case with another case without having to create a standard object. Lastly, I am considering leveraging a standard object to make this association as well.
Thanks
Hey Tim, it sounds like cases could work here, especially with the email-to-case functionality that is already built in. Do both case types come to the same address? If not, that would make things easy because you could set the case details based on which email address the request came into. If they do both come into the same address, you could potentially reference the subject to try and determine which case type it is. As far as relating the case, you could use a case lookup field and potentially use a parent-child relationship to relate the two cases together.
