See Action Items Across Case Versions

Configure Cases to display Action Items across all Case versions.

Sections in This Article

About Action Items and Case Versions

Copying Action Items across Case versions makes communication on Case tasks clearer and easier. Complete the following sequence of steps to see all open Action Items on the Case Number field.

Create Case Number Lookup on Action Items

To configure Action Items to include a Lookup field A lookup field is a field that propagates values from a parent or referenced object to a child object, referring object, or document. This allows users to view additional relevant information from a parent or referenced object record.
for Case Numbers, complete the following steps.

  1. Go to Admin > Configuration > Objects > User Task > Fields.
  2. Select Create.
  3. Complete the Create Field form with the following information:
    • Field Type: Lookup
    • Label: Action Items
    • Name: action_items__c
    • Lookup Relationship: Case (case_version__vr)
    • Lookup Source Field: Case Number
    Create Case Number Lookup on Action Items
    Create Case Number Lookup on Action Items
  4. Select Save.
  5. On the Create Lookup Field confirmation dialog, select Continue.

Result

Existing and new Action Items will include a lookup for Case Number.

Add the Action Items Field to the Action Items Object Type

On the User Task object, update the Action Item object type to include the Action Items field.

  1. Go to Admin > Configuration > Objects > User Task > Object Types.
  2. Select the Actions (All Actions) menu, and then select Edit Object Type Fields.
  3. In the Action Items row, select the Action Item checkbox.
    Add Action Items to User Tasks
    Add Action Items to User Tasks
  4. Select Save.

Update the Case Number Page Layout

Complete the following steps to include Action Items in the Case Number field.

  1. Go to Admin > Configuration > Objects > Case Number > Page Layouts.
  2. Select Case Number Detail Page Layout.
  3. Add a Related Object section for User Task.
    • We recommend excluding Action Items from Cases in the Closed state. To do so, add the following to the Criteria VQL field: state__v != 'closed_state__c'
    Add Action Items to the Case Number Field When Cases Are Not Closed
    Add Action Items to the Case Number Field When Cases Are Not Closed
  4. To rearrange sections, drag and drop.
  5. Select Save.

Result

When processing Cases, hovering over the Case Number field displays Action Items from across all Case versions.


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