1 2 Previous Next 19 Replies Latest reply on Feb 6, 2020 4:48 PM by Paul Donders Go to original post
      • 15. Re: Mapping Requested By to Caller Name
        kedar zavar

        John Wisdom

         

        No problem John.  The reason for custom filed is we use it on  Self service Incident form as well.

         

        Use cases

        • CC my manager
        • I would like to share updates with XYZ
        • Consistency across service request and incident
        • No confusion non requested by - requested for as the field is not visible
        • We avoid custom codes to make it easy for customers to manage - no test classes - new patch testing/release etc
        • Click and configure - this is where salesforce is heading

         

        Kedar

        • 16. Re: Mapping Requested By to Caller Name

          Good discussion guys, I like the fact our Community came up with a couple of different solves for your requirement John Wisdom

          • 17. Re: Mapping Requested By to Caller Name
            John Wisdom

            Some fallout we just became aware of with this solution is that once the Caller Name field is populated with the submitter's name (for self service incidents and requests when the submitter name does not equal the client name) it can never be changed or removed. One example of where this is problematic is when our service delivery people submit a service request on behalf of a customer. They then become the "caller" although that is not the intent of the process. Another is when a manager has a subordinate submit an incident or request for another person (like an executive for instance). The executive is the client and the subordinate becomes the caller and we are unable to change the Caller Name field to be the manager.

             

            Looking through the code now to determine how to modify it so it only fires once, on creation.

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            • 18. Re: Mapping Requested By to Caller Name
              John Wisdom

              We ended up resolving this by creating the following trigger and eliminating the class all together.

               

              2 of 2 people found this helpful
              • 19. Re: Mapping Requested By to Caller Name
                Paul Donders

                Good job. Glad you sorted it. Still I would recommend the apex class called from the trigger. Not required, but for future triggers you could use the same trigger to call other classes. That will save apex code and is a bit cleaner.

                 

                Anyway, well done

                 

                Paul Donders

                2Grips

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