Create Request for contacts without creating Cases.

[Samiksha2]

Hi All,

I have created an inbound action for a particular Catalog item. For internal user (sys_user) request is creating but for Contacts Case is creating with Request. 

I deactivated all the inbound actions related to Case table still Case is creating with Request for Contacts.

Please let me know the process and how to stop creating case while creating request via email by the external users (Contacts)

Thanks,

Sam

[Harsh_Deep]

Hello @Samiksha2 

Maybe there will be a BR or Flow for the same by which it's generating Case as well.

Please check for the same.

Mark ✅ Correct if this solves your issue and also mark 👍 Helpful if you find my response worthy based on the impact.

[Samiksha2]

Hi @Harsh_Deep ,

I found two script include in which all the CSM Request management integration codes are written.

ServiceManagementRequestUtils

CSMServiceManagementUtil

These scripts are readonly.

Is there anyway we can restrict on creation of Case?

Thanks,

Sam 

[Harsh_Deep]

Hello @Samiksha2 ,

For this you need to do RCA. What's the code there I am not aware of that.

Mark ✅ Correct if this solves your issue and also mark 👍 Helpful if you find my response worthy based on the impact.

[Samiksha2 · Accepted solution]

I raised a HI ticket for this. There are two BRs which I have to make them inactive

Create case for request
Create consumer case for request

This resolves my issue.

Thanks