Facts table, Field and Conditions selection for Breakdown source for Case Management

[Anu7]

Hi all,

I am totally confused about what to choose for Facts table and conditions while creating breakdown source for Case Management. I am trying to create the breakdown source so that I can break down by priority or by state. I followed the material that was posted for Incident Management. But that didn't help me to apply the same conditions for Case Management. Anyone has an idea about this Case Management. Please let me know.

Thank you very much

Anusha.

[Vidya Sagar Mis]

Hi

You can use "sys_choice" table as fact table to create breakdown source for priority or state field in case management. You have to select filed as "sys_id" and conditions as:

Table - sn_customerservice_case

Element - state

Language - en

inactive - false

and any other condition if you require. 

Bellow is the snapshot for your reference:

Once your breakdown source is ready you can create breakdowns by selecting it in source. 

You can create breakdown source for priority too by changing the element name as priority.

Thanks

Sagar