Support Article

Mapping case properties for creation is not working

SA-34497

Summary



An FCM configuration has been implemented. The objective is to create a Remote case from the Master system passing across few values associated with the Master case.
The Remote case gets created as expected but none of the expected values are actually sent to Remote system.



Error Messages



Not Applicable


Steps to Reproduce

  1. Configure FCM feature
  2. Create a Master case
  3. From Master case, create a Remote case mapping few properties from Master to Remote.
  4. Remote case gets created but none of the values are received from Master system.


Root Cause



With an FCM setup, if a case needs to be created on Remote environment, a remote case type will have to created as follow:



Now, still on the remote case type, depending on the business needs, it is possible using the following option to map data back from the Remote case creation to populate the original Master case (for example if you want the pyID generated to be saved back on the Master case):



It is also possible to instantiate values from Master case to the Remote one as follow:



It is always necessary to initialise those properties on "Advanced" tab of corresponding use case:



But instantiation from Master to Remote will only be working with "system pages". Implementation with "user pages" will not be working:



Resolution



Configuration has been changed to use a "System Page". Properties from "OperatorID" page were correctly instantiating the Remote case.

Published March 3, 2017 - Updated March 7, 2017

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