Using Record Forms in Guided Workflow
Updated
You can create a Guided Workflow to display the record form you created for the ticketing workflow to the agents. This is implemented using a Transition node in the Guided Workflow.
Prerequisites
Before you begin, ensure the following prerequisites are met:
A record form exists. For steps, see Create Record Forms.
Steps to Create a Guided Workflow
To create a Guided Workflow for the ticketing workflow, follow these steps:
1. Create a Guided Workflow. For steps, see Create a Guided Workflow.
2. On the Guided Workflow builder, click the + icon and add a Transition Screen node.
3. On the Transition Screen window, fill the following:
Screen Title: Enter a title for the transition screen. For example, Open Form.
Transition Action: From this dropdown, select Open Inline Record Form.
4. Configure the following fields:
Field | Description |
Entity Type | Select Case, as the configuration applies to case records. |
Record Form Layout | Select the record form you created for the ticketing workflow. |
Create Sub-case | Enable this toggle. In the corresponding field, select the ID of the parent case, which is the case on which the Guided Workflow is executed. This links the newly created sub-case to its parent for proper tracking and context.
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5. Give an Output Variable Name (variable to store the data) and click Save.
6. On the Guided Workflow builder, configure the Success Path and Aborted Path as per the case requirements.
7. On the Guided Workflow builder, click the + icon below the Screen node and add an End Execution node to end the Guided Workflow execution.
8. Click Save and Deploy.
9. Once deployed, click the Execute (
) icon in the top-right corner of the builder and select the Case Number. Then, click Execute.
10. For the selected case, the record form will open in the Transition Screen. The agent can then fill in the required values.
Based on the value chosen in the Type field, and according to the secondary fields defined in the View Policy, additional fields will dynamically appear. The agent can continue filling out these fields as needed.
After all mandatory fields are completed and the form is saved, a new ticket (sub-case) will be automatically created and linked to the parent case.
Update a Custom or Standard Field Post Case Creation
If you need to update any standard case field or custom field after a case is created, you can do so using the Update Records node. This can be used when a case is created but the agent needs to update certain details, such as marking the case as a ticket, adding a tracking number (if it wasn’t captured in the form), or specifying the parent case number.
How it works
Once a subcase is created from the form, you can access it using a variable (for example, in the above case, a variable named form holds the case ID).
The Update Records node allows you to fetch this case using the ID and then update any standard or custom fields. You can add an Update Records node in the Success Path of the above Guided Workflow.
You can select which fields to update, assign new values (from variables or constants), and save the configuration.
When the workflow reaches the on-success stage, these field updates are automatically applied to the subcase.
