Enable the Create Request UI action for case types

  • Release version: Xanadu
  • Updated August 1, 2024
  • 1 minute to read

    • Enable the Create Request UI action for case type tables that extend the Case [sn_customerservice_case] table.

    Before you begin

    Role required: admin

    About this task

    To enable the Create Request UI action for a case type table that extends the Case table, add an entry for the case type to the Request Parent Mapping [request_parent_mapping] table.

    When an agent creates a request for a case in the case type table, the system adds the request to the Requests tab on the case record.

    Procedure

    1. Navigate to All > System Definition > Tables.
    2. Select the Request Parent Mapping [request_parent_mapping] table.
    3. Select the Show List related link to open the list view for the table.
    4. Select New to create an entry for the case type table.
    5. Fill in the following fields in the Request Parent Mapping record.
      1. Enter a name for the entry in the Name field.
      2. Select the case type table in the Parent table field.
      3. In the Request parent field, select Parent.
      4. In the Parent requestor field, select Contact.
    6. Select Submit.