Custom case tasks

[Kit G]

Hi all,

I am trying to determine my options for the scenario below.

Scenario

We have a new case type extended from sn_customerservice_case. Within this case type we have the need to retrieve additional information from other parties when required etc. We would need to ask some specific questions to receive the data we need and capture on the case. The resources being asked for information are not intended to have a fulfiller role.

We have a playbook that triggers off this case and have looked at using a questionaire but it seems a bit limited in what it can do (i.e. make a question mandatory dynamically). We also do not want to give agent access to the users who are to provide this information.

Last piece of information about the scenario is that we have a customised workspace for users to work on these cases and the request for information should be visible in there.

Questions

1. What options are there for handling this type of scenario?

Steps taken already

• Have copied our existing work to a sandbox environment for experimentation
• Googling lead me to case tasks (however not sure if this is the best option). 
  • Cases and case tasks
  • Create a task for a customer service case
  • Case task form

Thanks in advance.

[Kit G · Accepted solution]

What we did in this situation:

The CSTASK table is not extendable so we decided to put our tasks there. The tasks have some information defined on them by the parent but no custom fields have been added to the table.

Instead to handle triggers of a playbook off the cstask we used values of the parent case Service Offering and parent case starts with 'ALPCS'.

In this way we get a sub task off our custom case type without having to replicate the cstask table but can still control how the playbook triggers.

[Omar Ashqar]

Case Tasks are extendable , if you install some of the plugins for CSM playbook it extends the case task table for example there is a playbook for public services and another for permits and licenses which does exactly that.

I have almost a similar scenario and I am thinking of extending the case task and depending on the service configured on the parent I would show certain catalog items on the right side of the task , the users accessing this page will be contacts from the account on the parent case and another account that would offer certain services to the account on the case.