Enable Automated Case Promotion

Learn how to enable automated Case promotion to an Initial or Follow-Up Cases.

About the Feature

Support for Automated Case Promotion to an Initial or Follow-Up Case was added to Vault Safety in 22R1. Vault Safety can verify whether an Inbox Item received from an external system is valid for promotion. This feature also includes various merge methods based on Case seriousness.

See Automated Case Promotion for more information.

Note: Automated Case Promotion, Auto-Translation Framework for Local Intake, and Sender-Based Inbound Validations are not compatible. You can enable all three (3) features in your Vault but you can only use one (1) for an inbound Transmission Profile.

Prerequisites

You must have enabled Merge to Active Case Version and added the associated Prohibited States, as outlined in the Enable Merge to In-Flight Case: Configure Case Promotion Settings section.

You can learn more about the Case Promotion Settings and their use in different Case intake features.

Update the Transmission Profile Object

Add fields to the Transmission Profile object for the following layouts, if used by your organization:

AS2 Gateway
Connection
Inbound Email
Partner Exchange Profile

In the Admin area, go to Configuration > Objects > Transmission Profile > Layouts.
Select a layout, and then add the following fields to the Inbound Settings section:
- Enable Auto Promote
- Non Serious Merge Method
- Serious Merge Method

Configure System Gateway Transmission Profiles

You can enable auto-promotion and choose a merge method for any transmission profile as required.

In the Admin area, go to Business Admin > Transmission Profiles.
Select a Transmission Profile.
Expand the Inbound Settings section.
Complete the following information:
- Enable Auto Promote: Yes
- Non Serious Merge Method: Select a merge method depending on your needs.
  See Automated Case Promotion for more information about the different merge methods.
- Serious Merge Method: Select a merge method depending on your needs.
Save the page.

Once you’ve set up the Transmission Profile, the following articles on the Vault Developer’s Portal provide more information about using the Intake Inbox Item and Intake JSON API endpoints: