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Updating case information

Updated on May 11, 2022

You can use the Update Case shape to modify information, such as a description or priority, for one or more cases. By maintaining case information automatically, you can save time and resolve cases more quickly.

  1. Add the Update Case shape to the life cycle of your case.
    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 Workflow tab, click Life cycle.
    3. In a stage, click MoreAutomationsUpdate a case.
      Tip: For advanced processes, click Configure process to add the shape to the flow canvas.
    4. Click Select.
  2. Indicate how many cases to update.
    • To update all child cases, in the list, select All.
    • To update a specific child case, select the case from the list.
  3. Click the Gear icon to select target fields and values to apply from the current case.
    For example: Use the operator and create time of a case as the operator and update time of all its child cases, as shown in the following figure:
    Configuring the fields to associate with child cases
    Associate fields dialog box with the Create Date/Time and Create Operator Name target case fields associated with the Update date/time and Update operator name values of the current case, respectively.
  4. Click OK.
  5. Enter the audit note.
  6. Click Save.

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