Question
M Kumarasamy College of engineering
IN
Last activity: 29 Aug 2024 12:25 EDT
ticket raising to identify duplicate case
I am working with a customer service case type where he allowed to select one product that he having issue from the products he had purchased and he need to give the issue and it will routed to service team . Now the problem is , the issue for product would not be repeated , after rectiving the issue for that product by the service team , then the user is able to raise an issue for the same product . Before that he is the button for clicking to raise an issue would need to be disable.
Accepted Solution
Updated: 29 Aug 2024 12:25 EDT
Pegasystems Inc.
GB
@SowndharS17104379 To achieve this, you can use a When rule that checks if there is an open issue for the selected product. This When rule can be used to control the visibility or enablement of the 'Raise Issue' button. If the When rule returns true (meaning there is an open issue), the button can be disabled or hidden. Once the issue is resolved and the case is closed, the button will be enabled again as the When rule will now return false. This requires a mechanism to track open issues for each product, which can be implemented using a data page or a report definition.
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Suggesting an open complaint case > 1 Launch an interaction with a customer
Refactoring an existing service request type with a parallel flow > Confirm your