Use-Case: Conditional creation of a CUSTOMER Table entry.
In CASE function from Navigation Bar we want to create a "NEW" Customer Table Entry based on the following conditions:
(1) The CASE-ISSUE "STATE" is changed from "Submitted" to "Approved"
(2) The Customer does NOT already exist.
Note: The "Reported By Mail" on the CASE Table Record updated via an InterAct transaction in Email-To-Case will be used as our "Customer" Name on the Customer Table. i.e. the email sender of a Clarizen support request is our Help Desk customer.
Use-Case Scenario (Storyboard):
1) " sally.brown@acmecorp.com" sends an email to support@acmecorp.clarizenmail.com
2) InterAct Email-To-CASE creates a CASE-ISSUE Record with "Reported By Mail" set = sally.brown@acmecorp.com
3) Our Support Desk Agent reviews the CASE-ISSUE via the CASE on-line program from Navigation Bar.
4) Our Support Desk Agent changes the "STATE" from "Submitted" to "Approved" meaning it is a valid Support request and we will need to work on the Case-issue.
5) A Custom "Workflow" for CASES would kick-in a "Conditional Action List" to read the CUSTOMER Table to check if the Customer already exists. (Use the "ReportedByMail" field on CASE table to look-up the Customer Table for an entry)
IF the Customer Table Entry does not exist
THEN create a record on the Customer Table = Reported By Mail
ELSE
do nothing to Customer Table.
Lastly, create the CUSTOMER-CASE LINK Table Entry.
To date I have tried 2 Clarizen Functions to accomplish this:
1) FindCustomer
2) GetObjectByID (per an Advanced Q&A Webinar on Friday August 1, 2014)
Playing with the syntax for these 2 functions I either end up creating a new Customer Table entry EVERY time I process a Case
from "submitted" to "Approved" meaning if ONE(1) real life customer creates THIRTY (30) Case-Issues via InterAct I get 30 entries for sally.brown@acmecorp.com on the Customer Table or I get various error messages in CASE-ISSUE and do not create any Customer Table entries.
Anyone know how to 'script' the proper logic to make this work ????
Cheers, Brian Dillon
PMO, IT Project Manager
JAM Industries Ltd.
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Hi Brian,
You should create a WR on the issue:
Run time = When a record is created, or when a record is edited and did not previously meet the rule criteria
Eval = $State='Approved' && FindCustomer($ReportedByMail)=NULL
New Item - Customer.
Please join our next advanced Q&A webinar for further assistance (I'm hosting Mondays).
Good luck!
Regards,
Tamir
Hey Tamir,
I used your logic above which worked for creating a new Customer but the issue I encountered was that the 2nd, 3rd ... Nth Interact Email-to-Case the "same" Reported By Mail sent creates a 2nd, 3rd, 4th ..Nth Customer Table entry.
It appears the "Null" condition always comes back as "true".
I walked thru my logic with G.I.Teh at the Advanced Q&A on Friday September 5, 2014.
She likewise thought your logic is fine.
She suggested I open a Case-Issue with Clarizen to investigate which I shall do.
Thanks for your assistance, Brian
Hi Brian,
Did you check out what is the value of $ReportedByEmail? Is it null?
I would kindly suggest to join today's advanced Q&A and I'll guide you through on how to debug this.
Thanks,
Tamir
Hey Tamir,
I am already registered fro ADVANCED Q&A this Monday September 8 so we can walk thru the debugging as you suggested in your post.
As I am shooting the EMAIL to the "Support" email box I presume the Interact is ensuring the "Reported By Mail" is not null when the CASE record is being created.
Using the Workflow logic provided I do the look-up on the Custom Table.
My presumption is its returning the 'null' state for some reason thus I am getting a new Customer records created each time I process a new Case for the same "Reported By Mail" which to me are "duplicates". I only want 1 Customer record created for EACH unique Reported By Mail.
Brian