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This topic contains 4 replies, has 2 voices, and was last updated by  Rembert 1 year, 10 months ago.

  • Creator
    Topic
  • #9041

    Rembert
    Participant

    Hi all

    Cases in Oro are like “Incidents” or “Tickets” correct? So why are they related solely to an account? I mean a ticket is created for a very specific purpose, isn´t it. E.g. a web customer who calls you and complains, that he ordered but the confirmation mail shows the wrong item. So one would want to connect the ticket directly to that incident (=shopping cart x of customer y). And the ongoing conversation with this person should also be related to that ticket/case (calls, tasks, mails, assignement to another person…).

    This would be the same for B2B Customers and even tasks without relations.

    It occurs to me that oro is flexible enough to handle this. But how to set this up?

    Cheers,
    Rembert

Viewing 4 replies - 1 through 4 (of 4 total)
  • Author
    Replies
  • #9120
    Artem Liubeznyi
    Artem Liubeznyi
    Oro Core

    Hi Rembert,

    What you need to do is to add an extended field to Case entity in entity management, and make this field a relation to the entity you need. If you need multiple relations (e.g. orders and shopping carts) then simply add multiple fields to the Case.

    Thanks,
    Artem

    #9246

    Rembert
    Participant

    Hello Artem

    Thanks for your hints. how can it be achieved that having a case open one could easily create a new mail/task/call etc that would automatically be related to the case? Best would be a button “create task” “log call” etc…

    Seems quute tedious to manually set relations in a long conversation (and having lots of them each day)

    Cheers
    Rembert

    #9248
    Artem Liubeznyi
    Artem Liubeznyi
    Oro Core

    Hi Rembert,

    This is possible via our Activities mechanism. Simply enable said activities (emails, tasks, calls) for the Case entity, as displayed on the screenshot below, then update schema, and you will be able to create new emails, tasks, or calls directly from the Case view—and they will be automatically related to it.

    Enable activities for Case entity

    Use activities at Cases

    You can find more information in our blog post on the topic: http://www.orocrm.com/blog/product-updates/upcoming-oro-platform-feature-preview-calls-tasks-calendar-events-entity-activities

    #9267

    Rembert
    Participant

    Hi Artem

    This is good news! Thanks for your guidance.

    Cheers
    Rembert

Viewing 4 replies - 1 through 4 (of 4 total)

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