Reporting on Case metrics

[Nishant16]

I need to set the Action status of a Case to 'Needs Attention' and autoclose to 'False' whenever the resolved case resolution is rejected by the user on the portal. How should i achieve this? Also, the corresponding record change needs to be captured in the metric table(sn_customerservice_case_metric) table for reporting.

[Logan Poynter]

Hello Nishant,

I do not have direct experience with CSM so I am activating it in my PDI to attempt to offer better support, but you should be able to capture an update to the case on the sn_customerservice_case for a rejection within Flow Designer, and then make the appropriate changes to the case. 

Or, you could alter the Reject UI Policy it seems based on this. 

Please mark my answer as correct/helpful if it has helped you.

Thanks,
Logan

[Logan Poynter]

Hello,

Just checking if you still require some help with this. If not, would you mind marking my answer as correct/helpful so that it will be marked as solved for others who may share this question in the future? 

Please mark my answer as correct/helpful if it has helped you.

Thanks,
Logan

[Nishant16]

Hello Logan,

Thank you for the response.  I have a query related to Flows. I am setting the value of action status based on else conditions. Similarly i have a before BR to set the Action status based on a condition.

Now my BR works, but everytime the flow updates the status based on else condition. How can i make the BR to work after the Flow runs?

[Logan Poynter]

Hello,

You have both a Flow and BR performing the same function and updating the Action status? What does your flow look like because you shouldn't need to rely on anything outside of the flow to perform what your requirements were in your original post. 

Please mark my answer as correct/helpful if it has helped you.

Thanks,
Logan
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