Field Mapping in case selector for CSM/FSM configurable workspace

[Priyanshu Tyag1]

I have a requirement where I need to do field mapping from Interaction table to the selected case table when I click 'Create Case' action on interaction form in Workspace

I enabled 'create case' action using steps : Enable the Create Case UI action for case type selection

How should fields be mapped for example: Contact Email from Interaction to selected case (new)

[Shruti]

Hi @Priyanshu Tyag1 ,

The Contact field on a new Case should be automatically populated if the Contact field on the related Interaction is not empty. This is standard out-of-the-box functionality. Ensure that the Interaction record is saved before creating the Case.

[Priyanshu Tyag1]

What about the other fields like assignment group, assigned to, priority etc. (other than short description, contact and account) ?

[Shruti]

Assignment group, assigned to, and priority fields will not be autopopulated.
The assignment group will be updated after saving the case record, provided any assignment rules apply.
Agents can manually select the priority.