Hi - I am trying to enable a case module (case number) only when specific "types of enquiry" are selected in my Leads module. Struggling with the formula to enable this - any help appreciated
Hi Jonathan Mitchell
Can you elaborate your scenario in detail.
S Ramana Raju
thanks for getting in touch.
We have a web to lead form that customers with support issues can complete and our "leads" module will be auto populated with the content from the web to lead form. Depending on which of the available "types of enquiry" they select on the web to lead form (which is also represented in the "leads module") as their reason for contacting us we will want a "case" opening automatically.
Therefore I think what I need is to make the case_number (LBL_NUMBER) in the "Case module" dependent using a formula so that a case number is only opened if certain "Types of enquiry" are selected in the Leads module.
The types of enquiry that I would like to trigger a "case number" if selected are as follows:
If other "Types of enquiry" are selected then I don't want a Case Number to be created!
I hope that makes more sense. If you need further clarity please let me know.
Thanks Ramana - you help is appreciated.
Okay you have a web to lead form ( similar to customer porter in vtigercrm) from here clients will raise support issue based on Types of enquiry you will be creating a record in case module. For this what approach you are following... ( i.e when customer raise support issue then how you are creating a record in case module).
well that's the thing. I want a Case to be created automatically following a certain condition being met in leads module.
Depending on what version/edition of Sugar you are using, this sounds to me like something you could do with a workflow process. The logic would be something along the lines of: if a lead is created with a certain type of enquiry, then create a related case. If you are using Sugar Enterprise and 7.6 or higher, you can likely cover all four types in a single workflow process with Process Author. Otherwise, you could build a workflow for each type of enquiry with the Workflow Management administrator tool. (I'm not sure if that is available in Community edition or only Professional/Enterprise.)
thanks, that is a good idea and a potential new route I hadn't considered. I will investigate this further.
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