Learn how to customize the Inbox Item to Case Compare page users use to merge new information from an Inbox Item to an existing Case by creating a follow-up or new minor Case version.
Inbox Item Follow-Up Case Compare Administration
You can customize the Inbox Item to Case Compare page to choose which fields are available for merging follow-up information and their ordering by updating the Case Compare Page layout. Fields must be on the layout to merge during follow-up creation. For any fields not on the layout, Vault uses the value from the previous Case version in the new follow-up Case version.
Customize the Inbox Item Follow-Up Case Compare Layout
To access the Case Compare Followup layout, navigate to Admin > Configuration > Pages > Case Compare Page > Case Compare Followup. In the listed page Sections, the Default Filter Options section controls the default filters that are enabled each time the page is loaded. We recommend showing new and modified as a base but you may want to show more detail by default. All other page sections correspond to sections with fields on the layout.
Customize Fields
Any field customizations you make on the Case Compare Followup page apply to both the Inbox Item to Case Compare page, which users use to compare between a current Inbox Item and the matched record, and the Case Version Compare page, which users can compare between different Case versions or Cases.
To modify the fields considered for Case comparison on both pages:
- On the Case Compare Followup page, select the section to which you want to add or remove fields.
- Select Edit.
- Add or remove the Fields as applicable.
- Optional: Drag and drop fields to modify the order they appear on the layout.
- Select Save.
Layout Considerations
Consider the following as you customize the Case Compare Page layout:
- All Case fields that receive incoming Inbox Item data upon promotion must remain on the Case Compare Followup page. When removing fields, consider if the data is required on follow-up Cases.
- You can add both custom and standard fields to the layout.
- Do not add Reason Omitted fields to the layout.
- You cannot add the same field to multiple sections.
- Vault cannot merge lookup or formula fields.
- You cannot add custom Case child object sections to the layout. Vault copies any custom child records to the new Case version, though the custom child objects are not visible on the Inbox Item to Case Compare page.
- Vault copies up to two custom child objects and up to 100 records per custom child object to the new Case version.
Follow-Up Case Compare Security
The following user permissions and security apply to the Inbox Item to Case Compare page:
- Users must have View access to the Case Compare Page in their permission set.
- If your Vault uses Atomic Security for objects, users can only view and merge object field values to which they have Read access.
- If users are missing Read permissions at the field or object level, fields adhere to their default promote to follow-up behavior.
- The audit log records updates as performed by Vault.