Creating a Case is a simple but popular response to events, especially those that have failed or that need review. To begin, select the "Add Event Response" button from the monitor homepage and choose "Case" as the monitor type. Then hit "Next".
Configuring a Case response involves making two choices. Who should own the Case and what type of content should be put into the Case Description?
Case Owner
- Case Assignment - When selected, SightLane will take no position about the owner of the Case and your org's normal Case assignment and other Salesforce platform rules will apply.
- Running User - When selected, the Case will be assigned to whomever caused the monitor to run (usually the Salesforce user that executed the business process).
- Specific User - When selected (as shown above), the Response creator can pick any active User in the org to be the owner of the Case.
Case Content Type
- SightLane Event Link - When selected, the Case will include basic summary information about the Event, as well as a link directly to the SightLane Event record, where the full log details can be reviewed. This is commonly selected when the event logs are too lengthy or inappropriate to add to the Case description.
- SightLane Event Log - When selected, the entire contents of the event log will be included as the Case description. This is chosen when the contents of the log must survive Event archival and persist with the Case
And that's it. Just a couple of quick choices and you are automatically adding Cases to your support queue, based on the processes and situations happening in your environment.
*Case, Flow, and Platform Event response types are available in SightLane Plus and Premium editions.