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Topics#Customer ServiceQuestion de Diksha Saxena
Diksha Saxena (ABC) a posé une question dans #Customer Service
28 févr. 2019, 08:15

when status of incident related to case changes then show that update in case comment . However I tried with process builder but as i changed the Incident status all previous records of case comment got updated.

5 réponses
  1. Diksha Saxena (ABC)
    28 févr. 2019, 10:11
    A note should exist on the case (in a comment) to let the case owner know 'what' caused the status change.

     

    Also, when an Incident is changed to "Waiting on support" it sets the status of the case to "Information received", but doesn't tell you why or even mention it was done in relation to an Incident. It should probably mention that in a comment, or update an "Incident status" field.

     

     

     

    UPDATE:

     

    The comment should NOT be customer visible.

     

    Comment should state: "Incident <incident number> has been updated. State has been updated to 'Information received'"
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