Hello everyone,
I received the error message: "We can't find a new Product Support case for Pyramid Construction"
I've tried clearing browser cache, started on a new playground, and checked to make sure that I set the correct record type for the case. In Create a Case Escalation Rule all goes well until I get to the "Test the Escalation Rule" I noticed the Product Support case details in the example on the screen have Fields & Values that are different than when I verify the case escalation rule is working by creating a case and monitoring case escalation. The 2 pages are different. In the example the Fields & Values have Type/Problem, Case Reason/Performance, Product/Inverters listed. The case screen that I get is missing these Fields & Values & I can find no place to add them. I would appreciate any ideas you may have that might get me past this frustrating module/project.
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Eric Burté (DEVOTEAM)Hello @William Hodges have you done the first unit of this module ?
In this unit, you are asked to configure Type
- Click Back to Case Fields.
- Click Type.
- In the Case Type Picklist Values section, click New. Enter the following values, pressing the Enter after each one.
- Product
- Shipping
- Warranty
- Problem
- Feature Request
- Question
4. Click Save.
In this unit, you are asked to configure Product too
- Select Fields & Relationships and click Product (the picklist one, not the lookup).
- Under the Values related list, click New.
- Enter the following values, pressing the Enter key after each one.
- Solar Panels
- Inverters
- Charge Controllers
- Batteries
That is also the place where the support process is asked to be created
- From Service Setup, enter Support Processes in the Quick Find box and select Support Processes.
- Click New and complete the field details.
- Existing Support Process: Leave as Master
- Support Process Name: Product Support Process
- Description: Support process for product support cases
3. Click Save.
Eric