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Jeanette AlbertJeanette Albert 

Using Process Builder, Need to create a new Case from a Closed Case

Hi,
I would like to use the Process Builder to create a new Case from a Closed Case.  The Agent will find the Case which has the information to verify they requested an action prior. Then an Agent can either check mark a box or click on a button to create the new case which needs to have a new Record Type. I need the new record type for the page layout...new fields to display.  Does someone have a similar example that I can build from.  We are not using Lightning yet. TIA
Best Answer chosen by Jeanette Albert
Hanh LuuHanh Luu
Hi Jeanette,
You totally can use Process Builder to implement your senario. 
Let say you have
      - Case object with standard Status field and Need_To_Renew__c  custom field in checkbox data type.
      - More than one record type are available in Case object and each of record type assign to specific page layout
You can create a process by using Process Builder similar this one , please refer the screen shoot

Case process
In the 1 step : select Case object and select second radio button for (when a record is created or edited)
In the 2 step :  set the condition to create the new Case
      If you expect to create a new case from closed case and the Need_To_Renew__c = true then 
     - Add the conditon : Status = closed
     - Add the conditon : Need_to_Renew = true
In the 3 step: click on 'Add Action' with 
    - Action Type ='Create a Recors'
    - Action Name = ( Freely to name your action )
    - Record Type = Case
    - Set Field Value : Becase you intend to create a new Case with specific Record Type , please make sure the record type has to be set in this step
          * select 'Record Type Id' from the list field of Case object in the first column 
          * select 'Id'  in second column
          * put the record type Id according to your Salesforce instance in the third column
       Then if there is any field need to setup in the new case, please add more in this section

Finally, because you already identify the new record type for new case, so when you open the new record, automatically new page layout will loaded which show up any field you configure on the layout.

NOTE: please make sure you click save in every step , and then active the process before you actually see the process behaviour.

Hope it answer your question,

Cheers,


          
 

All Answers

Harsh PatelHarsh Patel
Hello Jeanette,
Have a look at this blog:
Similarly, you can create for case object.
https://automationchampion.com/tag/clone-a-record-using-process-builder/
 
Hanh LuuHanh Luu
Hi Jeanette,
You totally can use Process Builder to implement your senario. 
Let say you have
      - Case object with standard Status field and Need_To_Renew__c  custom field in checkbox data type.
      - More than one record type are available in Case object and each of record type assign to specific page layout
You can create a process by using Process Builder similar this one , please refer the screen shoot

Case process
In the 1 step : select Case object and select second radio button for (when a record is created or edited)
In the 2 step :  set the condition to create the new Case
      If you expect to create a new case from closed case and the Need_To_Renew__c = true then 
     - Add the conditon : Status = closed
     - Add the conditon : Need_to_Renew = true
In the 3 step: click on 'Add Action' with 
    - Action Type ='Create a Recors'
    - Action Name = ( Freely to name your action )
    - Record Type = Case
    - Set Field Value : Becase you intend to create a new Case with specific Record Type , please make sure the record type has to be set in this step
          * select 'Record Type Id' from the list field of Case object in the first column 
          * select 'Id'  in second column
          * put the record type Id according to your Salesforce instance in the third column
       Then if there is any field need to setup in the new case, please add more in this section

Finally, because you already identify the new record type for new case, so when you open the new record, automatically new page layout will loaded which show up any field you configure on the layout.

NOTE: please make sure you click save in every step , and then active the process before you actually see the process behaviour.

Hope it answer your question,

Cheers,


          
 
This was selected as the best answer
Jeanette AlbertJeanette Albert
This is perfect. 

I have one more question.  How can I get the NEW Ticket to open in a tab automaticly instead of going back to the Contact?