Case workflow RRS feed

  • Question




    We would like to add a workflow to email to customer when case closed.

    After setting workflow, I found case customer field can only be an account or contact.


    We service company customer. Each account has many contacts. When we create a case for account, we can choose contract of this customer. But the case close email will send to main contact of this account.


    When we create case for contact, we can not choose contract since contract is belong to account!


    How can I resolve this situation?



    Thursday, June 19, 2008 8:00 AM


  • In 4.0, create a custom relationship between contact and case. This would be an N:1 relationship from the case to the contact.  Call it something like e-mail contact.  Then when you create a case against an account, you can specify the contact that should be emailed when the case closes, and you can create your workflow to use this contact email.


    Thursday, June 19, 2008 10:35 AM