We use New Case Issue for recording customer faults/requests. We have 1 company providing support to its own employees and the employees of another company we also own.
However, when the employees raise a case from the 2nd company (customer), it defaults in the case to the 1st company (customer). The employees raising the case are only assigned to one company so I had expected the system to know which company to enter based on the employee raising the case. This is not happening. Does anyone know if there is a way of doing this?
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Hi Caroline
This is a little bit confusing. It would be clearer if you uploaded some screenshots showing the setup and what is happening
I’m just guessing, for now: there is no company within a case; there is just the customer and the Support Organization. From what you have described, you would probably just want 1 support organization, representing the first company.
As for the customer - I would have thought you should be able to configure the Case Issue basic data to fill in the second company as the customer.
To be clear: User per Company has no effect here, because cases are independent of company.
Hi Paul,
So what I am referring to is that within the case there is the Created By: name and the Customer Number. It also shows the contact details for the person creating the case which I believe it takes from the contact tab from within the customer record (see 2nd image below)
My issue is that even when the Created By: person is linked to a different Customer, it still loads DHB_INTERNAL as the customer. I appreciated DHB_INTERNAL is probably set as the default customer, but I had assumed that the system could have been configured to identify the correct customer number based on the Created By user.
hi Caroline,
thanks for uploading the screenshots
You’re using “New Case Issue”, correct? If so, could you show us what you have in the Case Issue Basic Data
Our issue is that we want to provide the same Name options in column 1 & 2 with the same support key descriptions but linked to a different customer. We thought we had done this by duplicating the items and linking to the other customer but unfortunately, it presented the duplicated items in columns 1 & 2 and presented them all to both customers.
Understood. As it is you are hardcoding the customer = DHB_INTERNAL
You can do what you are looking for with work groups. Try setting up 2 work groups, one for each company
And link a user to one of the work groups:
Then have 2 Case Issue rows, that are mostly the same but link them to the different Work Groups.
So here, as a user linked to Work Group CUSTOMER1 I only see the applicable Case Issue:
Thank you so much for this. It has been driving me mad! I will have a go using your suggestion.
Kind regards
Caroline
Hi,
Sorry to bother you again but we’ve followed your instructions and hit an issue and I’m not sure if it’s an Apps 8 issue or just our set-up. As we have all employees for company 1 assigned to the workgroup, it makes all cases visible to everyone within the company. Are we missing as step somewhere?
Regards
Caroline
hi @Caroline
sounds right.
best approach might be to hide access to case screens for general users.
