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Michael de Neef picklist value must be filled in by a service agent
Hi all,
Currently, we have a web-to-case for customer service. When and CS agent starts working on a case they must choose a value in the type picklist. Current values are pre-sales, post-sales and other to qualify the case. When the case is created the value on type is blank
How do I make a validation rule to check if the CS agent has done so before saving, and the validation rule does not prevent the case creation?
Hoping someone can give me a pointer on this.
Many tanks
First of all its dependent on your organization business process which they are following and wanted to define for case managment and it can be around various pointers
- CS Agent Queue : When ever case is created from Web to Case it will assigned to CS Agent queue (all users who is part of CS Agent part of that queue. also you can create multiple queues as well based on the region to define clear responsibility of work around the global set up environment) - Example : Initially Case submitted from web to case case status will be open and assigned to CS Agent queue as Case Owner. when any one of the member of that queue edit the case and update case status as assigned ownership will update to him/her after saving of the record. also mean while validation HIT if user from that queue and status update as open to assigned mean CS Agent have started working on it and where type pick list field blank in that case.
- Profile : if you have define specific profile for case managment like CS Agent - Case Management. in this scenario when case submitted and assigned to CS Agent as queue owner or Web to Case system user. when CS Agent - Case Management profile user try to edit case record based on the certain de fine business criteria validation needs to hit. Example : The user try to edit case record come from define profile, case status update open to assigned and type field as blank
- Users : Certain users in case of limited folks as CS agent to support within organization. Define validation criteria based on the business process like certain status change case status from open to assigned , type field as blank and user who is editing record belong to that define group of users
- Public Group : Certain users are define as part of Case Management CS Agent public group. Define validation criteria based on the business process like certain status change case status from open to assigned , type field as blank and user who is editing record belong to that define public group
Please review based on the your needs and follow for the same. hope it will help to create many ideas for define your business rules, solutions after that validation rule which you are looking for it.if it help to resolve your query. pls feel free to mark this one as best answer.
Thanks,
Pritesh
All Answers
First of all its dependent on your organization business process which they are following and wanted to define for case managment and it can be around various pointers
- CS Agent Queue : When ever case is created from Web to Case it will assigned to CS Agent queue (all users who is part of CS Agent part of that queue. also you can create multiple queues as well based on the region to define clear responsibility of work around the global set up environment) - Example : Initially Case submitted from web to case case status will be open and assigned to CS Agent queue as Case Owner. when any one of the member of that queue edit the case and update case status as assigned ownership will update to him/her after saving of the record. also mean while validation HIT if user from that queue and status update as open to assigned mean CS Agent have started working on it and where type pick list field blank in that case.
- Profile : if you have define specific profile for case managment like CS Agent - Case Management. in this scenario when case submitted and assigned to CS Agent as queue owner or Web to Case system user. when CS Agent - Case Management profile user try to edit case record based on the certain de fine business criteria validation needs to hit. Example : The user try to edit case record come from define profile, case status update open to assigned and type field as blank
- Users : Certain users in case of limited folks as CS agent to support within organization. Define validation criteria based on the business process like certain status change case status from open to assigned , type field as blank and user who is editing record belong to that define group of users
- Public Group : Certain users are define as part of Case Management CS Agent public group. Define validation criteria based on the business process like certain status change case status from open to assigned , type field as blank and user who is editing record belong to that define public group
Please review based on the your needs and follow for the same. hope it will help to create many ideas for define your business rules, solutions after that validation rule which you are looking for it.if it help to resolve your query. pls feel free to mark this one as best answer.
Thanks,
Pritesh
Hello @Michael de Neef,
Regarding your situation, is the CS agent considered a user profile or a role?
Assuming that the CS agent is defined by their user profile, you can establish a validation rule to prevent users with the CS agent profile from creating a case without specifying a Type.
The validation rule formula would be:
AND(
ISBLANK(Type),
$Profile.Name = 'CS agent'
)
Kindly inform me if this solution aligns with your requirements. Thank you.
Thanks to you all .
With your answers, I made the following validation rule:
AND(
ISPICKVAL(Type, "") ,
$Profile.Name = "CS agent"
)