I need to implement a Service Request ticket, which should have similar functionality as a Case, but it needs to have completely different fields. Most importantly we need a functional email communication in that object that we can communicate with vendors.
Regarding the relationship a Case can have many Service Requests.
Should I create a new object or should I use Case Record Types? I would prefer a new object as we can customize the fields just for that particular purpose, but I am not sure if new object can provide the email functioanlity as we have in Case.
Thank you for your advise.
Jiri
6 个回答
I still feel that the Case object can be easily utilized for this requirement. Case records types can be used to segregate the RMA's and Service Requests business processes and Case Hierarchy can be used to associate one case with many other cases (1 Master and multiple Children). Reporting and automation both can be built and differentiated for the RMA's and Service Requests by using record type as the filter criteria.
Creating two new objects for this requirement would be an overkill in my honest opinion.
