Hi Team,
Prior to closing a case, we have a scenario where we need to select the reason (Field Name: Alert Reason) and an associated action (Field Name: Action) to display why the case was generated in case search screen.
Since we can have multiple reasons and actions, the user will be allowed to select a certain reason and action from a drop-down list. However, a reason can only have certain actions associated to it.
Is it possible to list down only necessary actions that are associated to a reason on selection of any one. Refer below screenshot for reference:
From the above screenshot, please notice that when I select "Alert Reason" as "Customer Mistake", I need not require all the actions listed in the dropdown, instead just need the reasons highlighted in red in the drop down.
We already tried the same by scripting in Background Processing present in Other tab of case store and was not successful.
Please let us know if the same is possible, else consider this as an enhancement.