Cannot Find Flow Designer Flow on Escalation Template

swethavelu
Tera Contributor

2 hours ago

Hi Community,

 

I’m working on Customer Service Management (CSM) and created a Flow Designer flow that handles escalation approvals and case reassignment. The flow triggers when an Escalation record is created.

In the Escalation Template, when I uncheck “Use Default Approval Workflow”, the field Escalation Approval Workflow becomes mandatory. However, I cannot find my Flow Designer flow in that field. It only allows selecting legacy workflows or something else.

 

swethavelu_0-1762924929353.png

 

 

Question

  • How can I link my Flow Designer flow to the Escalation Approval Workflow field?

 

Thanks in advance for your help!
Regards,
Swetha

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G Ponsekar
Giga Guru

an hour ago

Hi @swethavelu ,

 

The Escalation Approval Workflow field on the Escalation Template record is specifically designed to reference records from the Workflow table (wf_workflow). It is a legacy field that does not inherently support linking to Flow Designer flows directly. 
 
To use your Flow Designer flow for escalations, you cannot link it directly in that specific "Escalation Approval Workflow" field. Instead, you must bypass the standard field functionality and trigger your flow using a Business Rule or by modifying the underlying logic that the "Use Default Approval Workflow" checkbox controls.
You need to identify what system logic (likely a Business Rule or a script include) actually reads that "Escalation Approval Workflow" field and executes the workflow. You must then modify this logic to execute your Flow Designer flow instead.
If modifying existing OOTB (Out-of-the-Box) logic is not feasible or desired, you can create a new Business Rule that triggers your flow when an Escalation record is created or updated under specific conditions.

 

 

If I could help you with your Query then, please hit the Thumb Icon and mark as Correct !!

 

Thanks, GP

 

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