Map the resolution codes of case with the resolution codes of the associated Incident,

[sreeshsurendran]

The requirement is to map the resolution codes of a case when it's state is resolved with the associated incident of that case.

My Approach: Flow Designer

The below are the mappings:

Case Resolution code	Incident Resolution Code
Issue Resolved	Solved Remotely (Permanently)
MSO Resolved	Solved Remotely (Permanently)
Customer Issue Resolved	Closed/Resolved by Caller
Engineer Resolved	Solved (Permanently)
Engineer Internal Issue Found	No Fault Found
Engineer No Fault Found	No Fault Found
General Help Given	No Fault Found
Cancelled by Customer	Voided/Canceled
Cancelled by Supplier	Voided/Canceled

[ersureshbe]

Hi, If you are achieveing through flow designer you should use if condition or script action. Im seeing you share the display value, You should understand and get the database value of the each option.

[sreeshsurendran]

Hi @ersureshbe ,

I'm using if else in Flow designer, but my Designer suggested to use Decision Table, but still, I'll have to call the Update Action for each outputs.

Regards,

Sreesh

[ersureshbe]

Hi, May Designer thinks about reducing performance issues. When you use the if condition the database query takes additional micro time to find the result. The main comparison between the decision table and If condition you can reduce micro time to get the results.

You can use any one. But when its more mapping count you can select 'Decision Table'

[sreeshsurendran]

I'm trying with Decision Table, but not getting the output. Could you help please.