Set the Custom Form field of the Case Entry Form via Workflow

Consider the following scenarios:

- Support Reps handle cases whether Help Desk = True or False
- A different custom form will be used when Help Desk = True

To create the workflow that will set the set the value of the Custom Form field in the Case Entry Form when Help Desk = True:

1. Go to  Customization > Workflow > Workflows > New

2. Set the following:

 

  • Name: Custom Form Help Desk

  • Record Type: Case

  • Execute as Admin is checked

  • Release Status: Released

  • Event Based: On Create = True, On Update = True

  • Trigger Type: -All-

 

3. Click State 1 > New Action > Set Field Value

4. Set the following:

   • Trigger On: Before User Edit

   • Condition: Use Visual Builder = True

   • Condition: Field = Help Desk, Compare Type = checked > Field = Custom Form, Compare Type = none of, Selection = Custom Case Form (Custom Case Form is a placeholder for the name of the custom form)

   • Parameters

       • Field: Custom Form

       • Static Value: Selection = Custom Case Form

 

5. Click Save