Control Field Transitions With State Model Rule Expression
(Doc ID 744613.1)
Last updated on AUGUST 19, 2022
Applies to:
Siebel CRM - Version 8.0.0.3 [20416] and laterInformation in this document applies to any platform.
Goal
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:
- Query (Q)
- Request (R)
- 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
Solution
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In this Document
Goal |
Solution |