Actionable Case Flows

Richard T · ‎07-23-2019

Hi

When using actionable case flows the OOB "Set Needs Attention if additional comments are added by others" marks a case as needing attention when a member of our Service Desk Sends a comment to the Contact on behalf of another member of the team.

Our Service Desk so this quite a lot so we dont really need to "Needs Attention" flag to be set on these occasions.

How can I edit this case flow to exclude them?

Thanks

parag-mone · ‎07-25-2019

Hi Richard,

I haven't tested this, but you can try replacing current "else if" statement

    else if(lastCommentsCreatedBy != inputs.ah_caseRecord.assigned_to.user_name)
       outputs.commentedByOthers = true;

with the following "else if" statement.

  else if(lastCommentsCreatedBy == inputs.ah_caseRecord.contact.user_name)
       outputs.commentedByOthers = true;

This will set the "Needs Attention" flag only when the comment is added by the Case contact.

Thanks,

Parag Mone

View solution in original post

Akshya Vasant · ‎11-24-2021

Hi Parag, I want the Needs Attention flag to be set to true for "Guest" updates, i.e. when the Guest user adds the additional comments. Do you know how it can be set?

Thanks,

Akshya

Pravallika1 · ‎05-10-2022

Hi Akshya ,

I also want the Needs Attention flag to be set to true for Guest user on Case form . Were u able to achieve this?

If yes please let me know the steps

Akshya Vasant · ‎05-10-2022

Hi Pravallika,

Yes, I was able to do a workaround for it. Instead of trying to modify the OOB script and not getting the desired result, I added the mapping (Needs attention = true) in the inbound actions so no matter who responds (contact or guest) to the Case, the inbound action will set the Needs Attention flag to True.

Thank you,

Akshya

Pravallika1 · ‎05-24-2022

Thanks for your reply Akshya.

I achieved this by changing the Run As property to System User in flow designer.