One thing that frustrates me when using crm is this -
I'm setting up the case management workflow and I've got two or three
entities that are fairly similar - they're all effectively cases that are
raised and need to be resolved, but some are raised internally, some are
raised externally, some are product related and others service related.
Now each of these cases needs to be handled slightly differently in the
workflow, and when I add custom attributes I don't want the internal service
attributes to appear for example on a service related case because they are
irrelevant. As far as I can see, the only option is to either customise the
case to include all these scenarios or to create new entities for the types
of cases.
The suggestion is to add functionality to allow me to extend the case entity
so that I have 4 different entities, all with the case entity as the base.
They could all therefore follow the same workflow and then in certain
branches I can access specific properties for my sub-entity. This would save
me a hell of a lot of time and yet allow me to keep the workflow relatively
simple and manageable.
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