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Users inform you about situations in which child cases are not working correctly.You need to configure the system to correct the issues. What should you do in each situation?

Scenario: The Origin field is automatically populating into the child case.

User Larspars
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1 Answer

3 votes

Final answer:

To correct the issue of the Origin field automatically populating into the child case, you should modify the system configuration, check for triggers or workflows causing the behavior, and examine the relationship between parent and child cases.

Step-by-step explanation:

In order to correct the issue of the Origin field automatically populating into the child case, you should modify the system configuration. This can be done by adjusting the rules and settings of the system. You may need to review the workflow and automation processes to identify any misconfigurations that are causing this behavior.

For example, you could check if there are any triggers or workflows that are automatically populating the Origin field in child cases. If there are, you can modify or disable those to stop the automatic population.

Additionally, you may want to examine the relationship between the parent and child cases. Ensure that the Origin field is only populated when necessary and not inherited by default. Modifying the data model or the way the child case is created can also help resolve the issue.

User Dmytro Zarezenko
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8.2k points