Good day to you all, I implemented a personalized internal request form that uses the logic of the cases but with specificities specific to the company. We have here up to 3 levels of escalation, but to materialize the escalation there is a text-type custom field that allows the user to enter an escalation message. And the next approver can also escalate and must also fill in their message in this field. I would like to be able to display in a sub-list all the escalation messages sent as well as the recipients. I did a saved search in this sense that I displayed as a sublist in my custom form. The difficulty is that whatever the number of escalations made, there is only one record of which only the content of the message varies and names several lines. How to collect the sender/escalation message pair at each.

That makes sense if these are just fields on the case record itself; you would only ever get one line (since there's only one case record) and you would have to display separate columns for the separate field texts. In order to have a one-to-many relationship for case-to-escalation_message, the escalation method would have to be a separate record associated with the case record. You could maaaybe get away with your current setup by looking to the systems notes and filtering there, but it sounds like you have some additional complexities/requirements that would make that challenging and/or not ideal.

There might be a way to fulfill your requirement. 1.Create a custom record with a text area field, List/record type field for employee (commenter) , date and a custom list field to show escalation stage and a list/record field to reference the related case. 2.Use a workflow for approval for the case record. When case need to be escalated it should enter one of the escalation states (no of states depended on your requirements) - use a go to record action to open the custom record form in edit mode and sourced field values from the case record via workflow. Let the user enter the escalation message and save the record - at that point case record would be escalated by the workflow. Repeat the same process for the escalation stages. 3. Create a saved search for the custom record, with filter for related case: Internal ID and save it as available for sublist. Create a sublist for case record and show this search - it will show the commenter's name along with messages as sublist in the case record. You can also use this search to source the messages to a custom field in case record too. There are 100 ways to skin a cat, just play with it, it should work.

Hello @Sam-I-Am, Thank you for this solution I implemented it and it works perfectly.

@Ingorca your timing was impeccable, I just came up with this solution last week for Journal entry reject reason without any scripting. When I read your request, I realized that my solution would work for you too. Note that I billed my client little over $1000 for this - and you got it for free. So pay it forward by helping other users - spread the knowledge. That is why we started this group 6 years ago.

Yes @Sam-I-Am, I am very grateful. And I would not hesitate to share with the community

also thank my client - they paid for it LOL 🤣

The benefits of being in community🥰