I am building a case in 7.1.6 and have encountered a minor issue.
A critical assumptions from my limited experience (correct me if I'm wrong): If you want to send an e-mail to an e-mail address entered by the operator, you have to declare a party and use that address. You can't just slap an e-mail address property in there and use it later.
In this case the case trigger is an e-mail coming in to the operator, who creates the case and fills in the information about the e-mailer as this party.
That's all well and good. But when I create the case, the very first screen that comes up says "Errors: Party ID:This field may not be blank."
It should indeed be mandatory to fill in this party, but I'm not keen on my operator being told they've made an error when they're just starting the case. What's a way around this?
Is the case creation automated based off the incoming email, or does the operator receive the email and then manually create the case in response?
I've seen similar behavior during local testing when I had the "VOE?" checkbox (Visible On Entry) enabled on my work parties rule. Because the party has a required field, validation fails when we're trying to create the work object and skip the create/new harness. A couple of possible options you could look into..
-If the case creation is automatic and the party information is known, you might be able to use the pyDefault data transform to populate that information automatically.
-If the case creation is manual, you could utilize the create/new harness as a place to capture the required information about the party up front.
-You could uncheck the "VOE?" checkbox for that party on the work parties rule, and have the user add the party further along in the flow.
Hope this helps!
Posted: 7 years ago
Posted: 14 Jun 2016 10:33 EDT
Santanu Bhattacherjee (Santanu)
Senior Manager, Cloud Engineering, Management Plane Services
You said "But when I create the case, the very first screen that comes up says "Errors: Party ID:This field may not be blank."
I assume that you are creating the case via email and then when your users are trying to open the case then they are getting the error ?
If that is the case then the first suggestion given by Kurt , i,e If the case creation is automatic and the party information is known, you might be able to use the pyDefault data transform to populate that information automatically"should do good.
Thanks for the replies, and sorry I didn't get back on this sooner.
FTR, the case is created manually by the operator after s/he gets the e-mail. Maybe at some point we'll automate it based on e-mail receipt, but at the moment that's not practical.
Kurt's suggestion about unchecking VOE worked out. In 7.1.9 (did I say 7.1.6 originally? I meant 7.1.9) it's "Display on creation," but same idea. I unchecked that and Required in the party designation, and then I added the fields to define that party to the form. Everything's kosher now. Thanks for your help.