Create a workplace case from Universal Request

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

    • As a routing agent, create a workplace case from a universal request and then assign it to the Workplace services assignment group. The workplace manager handles the workplace case and takes further actions to fulfill the request.

    Before you begin

    Ensure that you have the following plugins installed:
    • Universal Request (com.snc.universal_request)
    • Workplace Service Delivery - Core (sn_wsd_core)
    • Workplace Case Management (sn_wsd_case)

    Role required: routing_agent and sn_wsd_case.case_writer

    Procedure

    1. Navigate to Universal Requests > All.
    2. Open the universal request record from which you want to create a workplace case.
    3. Click Create Workplace Case.

    Result

    A workplace case is created and is automatically assigned to the Workplace services assignment group. If required, you can also add more details on the Workplace Case form.

    On the Workplace Case form, the universal request number that was used for creating the workplace case is displayed. The Workplace case number appears in the primary Ticket field on the Universal Request form and also under the Associated Tickets related list.