ECM 8.1.2: RFI Enhancement Request - Allow More Flexibility In RFI Questionnaire Mappings (Doc ID 3005719.1)

Last updated on FEBRUARY 26, 2024

Applies to:

Goal

Currently, RFI questionnaires are linked to case types only.
We'd like an enhancement to be able to tie questionnaires to more case attributes than the case type only - typically, jurisdiction and/or business domain. The jurisdictions and business domains that a questionnaire applies to (on top of the case type) would be selected at questionnaire creation (alongside the case type). Then the dropdown when taking the "send RFI" action would only show the questionnaires matching the case type+jurisdiction+BD of the current case.

The current case-type-only setup poses a problem, who want to use the RFI functionality for CS alerts (through promoting to ECM) for several countries, each with different questionnaire specifications. As it is, at a high-level there is a hard-coded 1->1 correspondence between match types in EDQ (which are global) and escalated ECM case types, so all the cases for all countries will always end up on the same shared set of case types, and all the users from the different countries will see and be able to choose the questionnaires from all countries in the list, which raises doubts on the data security of the application.

The 1->1 EDQ match type / CS alert type / ECM promoted case type cannot be modified through configuration and we don't think it's possible to reliably customize it either.
 

Solution

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