Special Handling Notes not displaying in CSM Case

[Tomko]

I may be doing something wrong, but Special Handling Notes are not displaying on Cases.

I've configured Special Handling Notes and verified they are working (I tested them on Customer Account), but they are not working on Customer Service Case.   I've tried both a conditional message based on a particular account being selected, as well as a standard message that should appear every time a particular case is accessed.

I verified that "Show only once per session" is not checked, and that the entity is set up for Special Handling Notes.   I'm not sure what value setting Related Fields on the entity adds, but I've tried both with and without them set.

This is in Helsinki Early Release.

[Manjul Katare · Accepted solution]

Hi John,

I was able to setup "Special Handling Notes" on CASE in following steps:

Step#1: Confirmed that required plugin for "Special Handling Notes" is active, and then Personalized CASE form to add PopUp:

Step#2: Created a Configuration record for CASE Table

Step#3: Created a special handling notes for a particular CASE Number

Step#4: I was able to see special handling notes on the form right after loading.

Hope it helps!

-Manjul

[Michiel Heijman]

Thanks for the detailed overview!

I was playing around with the same functionality on Kingston, the thing that was missing was the "Special Handling Notes Popup" field on the case form. After I added this field via Form Layout menu it worked. I cannot remember having read a step in the documentation about adding that field.