[ARoberts18]

I have the intention to create a custom online case form for our customers to use to register their warranty. I already have a custom record that stores all valid serial numbered items that are viable for warranty. This custom record is automatically created when the customer is invoiced. Therefore, it contains invoice details.

Now, the customer wanting to get their items warranted are not necessarily the same people we are invoicing, so I cannot use the the customer details. Therefore, we require a custom form for people to fill out. I dabbled with the idea of using the custom record’s own online form feature. However, the problem with that is that customers can input the wrong serial number and create records, or they could overwrite an existing record. Therefore, I’ve gone with the idea of using cases.

My thoughts were, to have a workflow that fires when a case is created. It takes the serial number of the item the customer has inputted and cross references it against a the list of serial numbers within the custom record (probably a saved search). When it has found the relevant custom record which matches the serial number, data from the case fields will be transferred over to the custom record’s matching fields.

From my understand and reading though, workflows cannot update records that exist outside of it’s record type, i.e. if I’m doing a workflow based on cases, then it can only update case records.

Is there a solution to my problem?
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[Olivier Gagnon NC]

I know you’re probably asking specifically if there is a method to make this work with Workflows, but what you describe can handily be done using suitescript. Not sure if that helps.

[ARoberts18]

I was under the impression suitescript doesn’t work too well with Online Forms? Or were you referencing the idea of using cases? Because if I can avoid that route, I will.

[TMann]

ARoberts, I am fairly certain you are correct that you can’t update records outside of what you are acting on with Workflows, however as Olivier said you should be able to with SuiteScript.

If you want to keep the Case route, you can have a script that fires on Case Creation. It looks as you said with a saved search for the record and you can do either a nlapiSubmitFields() call or nlapiLoadRecord()/nlapiSubmitRecord() depending on what you need to do.

If you or someone in your company can leverage SuiteScript, than I believe that is your best (and possibly only) way to go

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