Quick Links

Workflow enables you to create relation types that you can use to associate users to cases, or cases to other cases. Relation types can be customers, project managers, developers, or any type that meets the needs of your processes. 

To access the Relations workspace, go to Setup > Case Management > Relations.

Manage Relations

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To search for a relation, enter keywords in the search box. Workflow automatically displays results that contain the keywords you entered.

Advanced search options enable you to filter your search by:

  • Name
  • Inverse Name

Workflow provides these options on the Actions menu:

  • Edit: Edit the object properties.

  • Details: See the record creation and update details.

Add New Relation 

To add a new relation: 

  1. Go to Setup > Case Management > Relations. Workflow opens the Relations workspace. 
  2. Click the Add New Relation link.
  3. Complete the form fields:
    • Name: Enter a name.

    • System ID: A unique identifier, automatically generated when you name an object. You can use this identifier to reference an object in scripts, templates, tags, and through the API. You can change the System ID by selecting the pencil icon. Use caution when changing the ID as it can affect existing scripts associated with the object. For more information, see System ID.

    • Inverse Name: The inverse name of the relation. Example: If the name is duplicate or child, you may want to use duplicated by or parent for the inverse name.
    • Relation Type: Select from these relation types:
      • User to Case Relation: Creates an association between a user and a case and is used for defining roles in Case Teams. See Add User to Team for more information.
      • Case to Case Relation: Creates an association between cases and is used with case relations. See  Related Cases Panel for end-user usage, and see Related Case Container for information on where this setting is used by administrators. 
  4. Click Add to save the new relation type.