When you create a Case/Supporting type (for example, Repair Order) with the criteria matching with multiple programs, the configured Program type case is automatically created based on the Request type you've configured for that program. For example, if you have created Program 1 with the Request type as Field action (higher priority) and Program 2 with the Request type as Recall (lower priority) with the same criteria, a Program type case (for example, Parts Return Request) is automatically created by the Program 1 at runtime. Program 2 will not create a Program type case because its Request type is of lesser priority.You can set the priority for the request types using the
MapPrioritytoRequestdecision table. You can assign the priority, for example, based on the OEM's requirement.