Could you please help me with this problem?
I have the following picklist values for the status field in case object: (New, in progress, waiting for client ..., closed) Also have integration between genesys IVR and salesforce, so basically when a new case is created via IVR channel, the case should have the status = New but some cases are created with status = OPEN , even though this value is not created inside salesforce,
when checking the picklist values for status field inside the case object, the (OPEN) value appeared as a deactivated value, created by Genesys user. and every time I delete this value (that is deactivated but somehow it appears in cases) it comes back ..
currently Im solving this problem by deleting this (deactivated value) and replacing it with (NEW ) value, to update the cases status, but I need to know if there is a way to solve this problem permanently. and if the solution gonna be from genesys side that maybe they should configure the status to ahve the same name as it is in Salesforce instead of the word (open) to be (new) just like Salesforce... any help is appreciated.
Thanks, Riham.
If the case is coming with status as "Open" it gets created with the same value and as there is no "Open" value present in that status field, it is creating a new entry and as it is from back-end it is appearing under inactive values. There is an option called " Restrict picklist to the values defined in the value set " in the picklist field. If you have this checked, then the system will not allow the record have any value apart from those that are present in the field. But the draw-back is record insertion gets failed.
My suggestion is either make sure that the external system is sending with proper value or have a record triggered flow and use it to modify the status value to "NEW".
Mark this as best if it helps
