I suggest you...

We would like the ability to create custom screens based on case status

The fields for a case when it is created should contain different fields than when a case is being closed. Currently with custom screens, the fields which are included persist throughout the life of a case regardless of its status. So when a user opens a case, we need to include a field called "Closing notes" because that field needs to be completed when a user closes a case. That doesn't make sense, it clutters up the screen, and confuses the end user trying to submit a case.

Instead, we should be able to design our custom screens based on case status. So for example, the "Closing notes" field would only appear when a user clicks the "Close" button and we could hide other irrelevant fields from appearing during this status change.

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    Bradd Theodore shared this idea  ·   ·  Flag idea as inappropriate…  ·  Admin →

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