Persisting temporary cases

Reuse business processes by persisting temporary cases into permanent objects in your database. By using this action as a part of your duplicate tracking logic, you can save resources and ensure that your application creates only unique, relevant cases.

Before you begin: Create a temporary case. For more information, see Creating temporary cases.
Note: You can only create a temporary case for case types without the default Create stage. For more information, see The Create stage.
You can create a temporary case to save your database resources when you are unsure whether the case is unique to your application or when a customer discards the case before completing it. After you confirm that the case is unique or decide to reuse the case in the future, you can persist a temporary case. You can also use temporary cases before the system evaluates whether the interaction with a customer requires creating a case. For example, in an airline reservation application, when a customer connects with the system, the application creates a temporary case. If the customer simply reviews their scheduled flights, the application closes the temporary case after the customer leaves the system. If the customer wants to edit their reservation, the application persists the case.
  1. Add the Persist Case shape to your case life cycle:
    1. In the navigation pane of Dev Studio, click Case types, and then click the case type that you want to open.
    2. In a process in which you want to add the shape, click Step > More > Automations > Persist case.
    3. Click Select.
  2. In the Persist case field, enter a name for the step.
  3. Optional: to provide more auditing information, in the Step properties panel, enter an audit note.
  4. To provide a link to this step from bread crumb trail navigation, select Enable navigation link.
  5. Click Save.