Method:Classic General Q&A

Re: Migrating a closed Case to a Solution

Method_Ashur — Fri, 17 May 2013 15:57:37 GMT

You can find a current customers document by navigating to Customers > Customers and Contacts List > search for the contact and click the Go To... link > scroll down and click on the Documents tab section > click on the document image (not the name) and copy the URL from the new window that opens up.

Alternatively, if you know which document you're looking for, go to the Documents tab and search for the document itself, then follow the last step mentioned above: click on the document image (not the name) and copy the URL from the new window that opens up.

Hope this helps, have a fantastic weekend!

- Ashur

Re: Migrating a closed Case to a Solution

NathanInTexas — Thu, 16 May 2013 18:13:58 GMT

Thanks for your reply.

I feel comfortable with the customization work. The only thing I'm unsure of is where I go to "copy the URL from the document" - I've looked at the New/Edit Document Link page, but don't see a URL.

Can the document URL be found on an existing screen? Or, do I have to customize a screen to show this field? I see a field for "DocumentExternalURL" in the "Document Library" table - is this the field I want?

By the way - I realize that I could just test this to see if it would work, but I'm trying to put as much into writing as possible so that if anyone else stumbles across this thread they can be pointed in the right direction.

Thanks!
Nathan

Re: Migrating a closed Case to a Solution

Method_Ashur — Thu, 16 May 2013 17:23:21 GMT

Everything mentioned can be done through customization, except the automatic handling of the document as attaching a document to a solution requires events to take place (manual button clicks by a user) and going through a wizard. To include a document link in the solution, you can manually access the customer record and copy the URL from the document then paste it into the solution body. I believe there is a more automated approach you can take but that would need to be discussed with a Consultant so they can fully grasp the scope of the project and the end goal.

This customization isn't too difficult but can get confusing since you're dealing with two totally unrelated tables. This is what you'll need to do on a high level:

You'll need to make copies of your CRM_NewSolution and CRM_EditCase screens (even CRM_NewCase if need be).
Customize your copied New/EditCase screen(s) as needed and utilize the Assign Value to Shared Result action to grab the Case RecordID so you can use it later on in the copied NewSolution screen.
Edit the copied NewSolution screen so that you can grab the values needed from the Cases table by utilizing the value from the Shared Result which you created in the copied New/EditCase screen.

Before going through with any customization I strongly suggest you watch our Webinars, particularly the Customization webinars, and check out the Customization related Help Center articles. You'll also need to look at your Cases and Solution tables to figure out the names of the fields you want to grab data from and put them into (e.g. Subject, InternalComments, Title, etc). Hope this helps!

If you feel that this is overwhelming then you can always speak with an in-house Consultant or one of our Method Solution Providers (MSP) for assistance with your needs. Let me know if you would like to speak with an in-house Consultant and I'll get the ball rolling.

- Ashur

Re: Migrating a closed Case to a Solution

NathanInTexas — Thu, 16 May 2013 16:14:38 GMT

Hello Method_Ashur,

I would like for the "Subject" of the Case to populate the "Title" of the Solution

I would like for the "Internal Comment" of the Case to populate the "Solution Body" of the Solution.

I would also like for any Documents associated with the Case to be included with the Solution.

There doesn't appear to be a way to add documents to a Solution. Can a hyperlink be added that can point to the document? If so, I would like the name of any documents associated with the case to be appended to the "Solution Body" text, and for these to be hyperlinks to the documents.

When all of this is done, I would like for the New Solution window to stay open so that I can edit any of the fields before actually saving the Solution.

If you need additional details or clarification, please let me know.

Thanks!

Re: Migrating a closed Case to a Solution

Method_Ashur — Thu, 16 May 2013 15:53:58 GMT

Hi NathanInTexas,

Can you please further elaborate on this question? This isn't something available "out-of-the-box" but you can perform some customization to help do what you're looking for, however, we need more details regarding how you would want it to work. For example, what will be used as the Solution name and body, how will you want to use the Solution Type field, etc.

- Ashur

Migrating a closed Case to a Solution

NathanInTexas — Thu, 16 May 2013 15:12:38 GMT

When a Case is closed, is there an automated way to use it to create a Solution?