has anyone set up a workflow before that you can press a button from a transaction (say a sales order) and it creates a case, creates an email and then attaches a copy of the transaction? (or some form of that) I can do the create a case form a transaciton, but its more the PDF of the transaction landing on the case i am not sure is even possible!

This might be possible Use the go to record action to create a case and redirect to the new case form and store the value in a custom “related case” field Then use a scheduled transition to another state when “related case” field is not empty The transition would go to a new state that sends an email where you can send transaction fields and case fields in the email body The only downside is the scheduled transition wait period

Thanks - i will look into this, i think if it didnt actually send the email it would be ok, as the user can send it form the case, the important part is attaching the transaction PDF so its easy to attach to a case email. if the user has to hit email and then attach it, that will be a workable solution. We dont want to use the email from the transaction itself as the client has different "brands" for different subs, but the same people workings from them. So one transaction might need to be sent as customerservice@brand1 and the next might be customerservice@brand2 , we had been looking at some other options, Cases has the profiles so can cope with this, the case option gives them flexibility to also track requests and KPI's in one spot. The alternative was to have a custom workflow to send the email from the transaction and have it pull the correct email form the sub record. We do this with automated invoices and order acknowledgements already, but they thought if they funnelled email sending by users to be from cases, its also easier to track workload and KPI's a little easier. I might get them to flesh out the process in more detail before i muck around with it!

This would be possible with a fairly easy script most likely Also you could do the subscribe to record action on the SO and subscribe to the case Then add a button to the case called email transaction When clicked check a checkbox labeled “email transaction” Then have your SO workflow look for when that email transaction checkbox on the case is checked (since you’ve subscribed to the record) and send an email. You could also use a field on the case to represent the correct email But with script you could auto render the pdf and attach to the case using render.transaction and attach.file modules

Awesome - i might propose this as an option, i run out of knowledge on scripting but the rest makes sense to me, so i think i could find someone to write the script!

If it comes down to the scripting option I could help if you don’t have an internal resource. Just PM me

Just messaged you.