Closed cases

[kali]

Hi All,

I have created a flow using flow designer such that after a case is closed complete  , a new case should be created whenever the old case is commented. But this flow should not run for cases who have been accepted by awaiting acceptance workflow . Do you have any idea how to put the conditions ?

[Sandeep Rajput]

@kali Use the following Trigger condition on your flow

[Community Alums]

Hi @kali ,

The condition of State closed complete and comments changes is easy for you. I understand the tricky part you are facing is how to know if the case has gone through awaiting acceptance workflow.

Firstly, we need to figure out is there any special changes if the case is Accepted, I can see only the state is changed to Closed complete (from the UI action). Then one possible way is you can:

1. Create a custom field in case table, could be named 'Accepted to Close complete' (True/False, Default: False) 

2. Access that button - 'Accept Completion', in the Script after setting the State, update the new field to True.

Then in your flow condition, add trigger conditions:

+ 'State' is Closed Complete

+ 'Additional comments' changes

+ 'Accepted to Close complete' is False

=> Create new case

Hope that helps!

[Max Dore]

For the Awaiting Acceptance you just need to check if the HR Service referenced on that case that "Skip Automatic User Acceptance State" case option isn't set.

[kali]

Hi Max,

My ask is that flow should not run for cases for whose the resolution has been accepted by the end user. But it should for cases which are closed and awaiting acceptance is not accepted by the user