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Configuring a data model for a case

Updated on November 22, 2021

Configure a data model to define the data that you want to use in a case. For example, to include a user email address in a case, add an email address field to the data model.

Before you begin: Create a case type. For more information, see Creating a top-level case type.
  1. In the navigation pane of App Studio, click Case types, and then click the case type that you want to open.
  2. On the Data model tab, click Add field.
  3. In the field configuration dialog box, in the Field name field, enter a descriptive name.
    For example: Enter Email address.
  4. In the Type list, select a field type.
  5. If more configuration options are available for the field type that you select, perform the following actions for a field:
    Add a text paragraph to the form
    1. In the Type list, select Text (paragraph).
    2. Click the Configure paragraph icon.
    3. In the Display as list, define whether to display the paragraph as plain or rich text.
    Add a picklist to the form
    1. In the Type list, select picklist.
    2. In the Display as list, define a display mode for the picklist.
    3. In the Picklist options list, define choices for the picklist.
      You can create your own choices or source them from a data view.
    4. If you add your own choices, click Add choice, and then provide an option for users to select.
    5. If you use a data view to provide choices, select the data view that you want to use.
    Add an attachment field to the form
    1. In the Type list, select Attachment.
    2. In the Attachment category list, select the category.
    Add a user reference to the form
    1. In the Type list, select User reference.
    2. In the Display as list, define whether users can search for a user ID by using a search box or a drop-down list.
    Add a data relationshipFor more information about adding a data relationship, see Adding data relationships to forms and data models.
  6. Click Save.
  • Validating case data

    Help users enter data values in a valid format by preventing processing errors when the users create or save a case. To save time, add validation on a case-wide level instead of validating recurring fields on each individual assignment.

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