Create custom state flow

ashvini_jiv
Tera Contributor

3 weeks ago - last edited 3 weeks ago

For the sn_customerservice_case table, we currently have an out-of-the-box (OOB) State Flow that includes states like New, Work in Progress, Awaiting Info, Cancelled, Resolved, Closed.

Our customer wants an additional custom State Flow that applies only when the Case Type field = Offshore.

This custom flow should include the states:

  • L1 - Work in Progress(starting sate when custom flow run)
  • Handover

The goal is to have both flows coexist:

  • OOB flow for all other case types
  • Custom flow for cases where Case Type = Offshore

how can I achieve this with the help of sate flow?

Regards,

Ashvini jive

0 Helpfuls
  • 289 Views
1 REPLY 1

Shruti
Giga Sage
Giga Sage

3 weeks ago

Hi

1. Add State Choices for Offshore Case Type

Create new state options in the sys_choice table for the the Case Type “Offshore.”
Be sure to include the following states:

  • New
  • Work in Progress
  • Awaiting Info
  • Cancelled
  • Resolved
  • Closed
  • L1 - Work in Progress 
  • Handover

2. Ensure UI Actions Allow State Transitions

Configure the necessary UI actions (such as buttons or menu items) so users can easily move a case between the different states.

0 Helpfuls