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Control Field Transitions With State Model Rule Expression (Doc ID 744613.1)

Last updated on AUGUST 19, 2022

Applies to:

Siebel CRM - Version [20416] and later
Information in this document applies to any platform.


Is it possible to create a state model to control transition of field values, based on another field which may have different values?

Example: A customer service representative will create service requests (SR's) of three types:

  1. Query (Q)
  2. Request (R)
  3. Complaint (C)

on the SR Screen. That means SR will be of type Q/R/C. There will be a field which will store this type information: Type (Q/R/C)

Suppose you want to implement State Model on the SR's Status field and control the transitions differently based on the values of the Type field.

1) Query

Open --> Closed
Open --> Canceled

2) Request

Open -> In Progress
Open -> Canceled
In Progress - > Awaiting
In Progress - > Completed

3) Complaint

Open -> In Progress
In Progress -> Completed
Completed -> Resolved.
Completed -> Reopen


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