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Using the Customer "Reference to Object" as a Multi-Select

Use Case:

 

We have an Organisationl level CA for our users to complete Requests for our Change Request process. This Custom Action acts like a form (see attachment - Figure 1). In this form we have a Customer field which is a Reference to an Object (Customer)  in the CA. At the moment this is just a pick list for one customer (see attachement - Figure 2).

 

When created this is, the CA creates a Case Customer Link based on the customer entered.

 

Problem:

A user has requested this Customer field in the custom form CA is a multi-select (like when you are in a Request itself). Unfortunately though the Reference to an Object in Organisation only points to Customer and not Customer Case Link. Any way around this?

 

Figure 3 in the attachment shows the logic for the form.

 

 

 

CR-244458

Gareth Bradley Not planned

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Gareth, 

Great question. This is typically a mistake in the Item Type of the Customer Action/Custom Field. Since you have the Custom field configured as a reference to an object to the Customer, where do you have it created? What you need  is a Customer Case Link. 

For further assistance, I will repost to the Customization section of the forum. Also, the attached Word doc is not opening. It is giving me an error that the convert failed. Will you please attach it again?

 

Thank you

Boris Krutiy 0 votes
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Hey Boris,

 

This is created at the Organisation level. Reattached the docx.

Gareth Bradley 0 votes
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Gareth, 

I have not forgotten about you. I am waiting on feedback from our Product  team on this. 

Boris Krutiy 0 votes
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Gareth, 

I received some feedback...

Turns out you can't have multiple objects selected in a CA. The only thing you can do is have couple of reference to object variables in the CA. You cannot select multiple objects in a form. You can only have multi-selections with a multipick list field type.

 

Boris Krutiy 0 votes
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Thanks Boris. Any chance that will be updated in a future release? I ask because there is a inconsistency. The user uses the CA to log the request with one customer, and then someone has to go into the logged (Enchanced)Request to add the other customers, adding more steps into the process.

Gareth Bradley 0 votes
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Thanks Boris. Any chance that will be updated in a future release? I ask because there is a inconsistency. The user uses the CA to log the request with one customer, and then someone has to go into the logged (Enchanced)Request to add the other customers, adding more steps into the process.

Gareth Bradley 0 votes
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Gareth, 

I definitely see value in this Use Case. I will submit this as a Change Request.

Boris Krutiy 0 votes
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Your change request was logged. ID: CR-244458.

Using the Customer "Reference to Object" as a Multi-Select

Thanks!

Product Management

Boris Krutiy 0 votes
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Thanks Boris - How am i able to see the progress of CR-244458 - do you have logins for us to view your Clarizen setup as an external user?

Gareth Bradley 0 votes
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Gareth, 

Unfortunately, we do not currently have an easy way to share this information other than providing updates based on your request for an update. 

We are surely going to add something in the future as this is becoming a growing need by our customers.

Boris Krutiy 0 votes
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You can do so through the forum. We are also planning on upgrading our Forum to a newer release version with more capability that will allow us to better provide updates and searching for them. 

Boris Krutiy 0 votes
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Hi Clarizen,

Are there any updates on this?

I would also be very interested in a reference to multiple objects field capability (without having to populate a multi-pick picklist)

Robin Head 0 votes
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