Creating Relations

Objective

After completing this lesson, you will be able to use Relations to allow users to associate users and cases

Relations

Relations allow users to associate users to cases, or cases to other cases. Once relations are created and associated with a workflow, users can choose to associate a case with another case, or associate additional users with a case.

Let’s look at two examples of how both types of relations work.

Case to Case relations allow users to associate one case with another case. A common example of the use of case to case relations is in onboarding, in which a master case can have a number of smaller tasks that are resolved by different people. The Onboarding case can have a relation to other cases such as performing the background check, scheduling new hire orientation, and ordering equipment.

Once a Case to Case relation has been created, a case relationship can be created under the Related Cases section of the original case.

User to Case relations allow users to add additional users to a case, and assign a role to the user. This might happen if, for example, a case has a team of multiple people tasked with its completion. Each user can be assigned a role, which associates them with a specific relation type.

Users can be associated with a case under the Team section of the case.

Both types of relations are managed in the Relations page, which can be accessed under the Case Management menu in the Setup screen.

Create a Relation

In this exercise, you will create a user to case relation that associates managers to the user that created the case. You will then associate a user with a case using this new relation type.

ExerciseStart Exercise

Steps

Create a User to Case relation called Manager.
1. From the Setup screen, select Case Management→Relations.
2. Select Add New.
3. Enter the following information:
  - Name: Manager
  - Inverse name: Subordinate
  - Relation type: User to Case Relation
4. Select Save.
5. Select Exit Setup.
Associate a new user to a case using the Manager relation type.
1. On the Home screen, select All Open Cases.
2. Select the RMA-B-1 case.
3. Expand the Team section.
4. Select the Manage Team button.
5. Select the Add Team Members field.
6. From the list of users, select Alex Harusha.
7. Select Add to Team.
8. Under the Roles column, select the Add New Role link next to Alex Harusha’s name.
9. Select the checkbox next to Manager.
10. Select Save.

Summary

Relations allow users to associate users to cases, or cases to other cases.
Case to Case relations allow users to associate one case with another case.
User to Case relations allow users to add additional users to a case, and assign a role to the user.
Both types of relations are managed in the Relations page, under the Case Management menu in the Setup screen.

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