[steven_stewart]

All,

Need some quick help on this one.. I have a workflow that pops a link to an RMA guide on a case form based off of a drop-down value (e.g. Agent select product covered by RMA, link is populated to process guide on the case). This workflow works perfectly when the case is in “Edit” mode, but when just simply viewing the case, the RMA link is always displayed. The RMA link is an inline Hyper Link. Do you guys have any ideas on what to check? I also have “Do not exit workflow” checked but this didn’t have any effect. Thanks in advance!
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[k_dunc]

I believe the issue you’re going to find is that an Inline HTML field Type, by design, does not allow you to ‘Store Value’. Therefore, when the operator sets the value in Edit mode, it will not be ‘saved’ and visible in View mode. Try changing the field Type to Hyperlink and ensure ‘Store Value’ is checked. See if that will work for you.

Cheers.

[steven_stewart]

Kirk,

Thank you for the reply, I have completed these steps, but it is still showing up in View Mode when it shouldn’t be. I’m at a loss with this one..

[k_dunc]

Hi Steven, just to confirm then, are you saying that in Edit mode, your Agent selects the product from the drop-down, and your custom link is populated – so this works right? Yet upon saving this record (even though this field is now a Hyperlink with ‘Stove Value’ checked), the link is not saving? Is this where the issue lies?

[steven_stewart]

Kirk,

More or less. Here is what happens:

The link should only be displayed if the proper selection is selected

Scenario 1: Agent select Audio Received B3200 which is notated as a Receiver in need of an RMA. The link is displayed as it should be. If the case is saved then placed in view mode, the link is displayed in view mode as well. This is fine.

Scenario 2: When an agent is viewing the case, the link is displayed even if the case has a selection in it that would not populate the link. No matter what I set in the workflow, the link is always populated in VIEW mode.

[k_dunc]

In scenario 2, what is displayed as the link? I.e., where is it getting this value from? Have you tried populating the link with a default value such that it ‘begins its life’ as a null or something similar. From there, it should only ever change when the record is in Edit mode, and based on what the Agent selects from the drop-down. This has to be governed by the rules of your Workflow.

Maybe NS does not like a null / empty Hyperlink field value. Try setting some sort of ‘blank default URL’, then also resetting it to this same ‘blank default’ when the Agent chooses an option from the drop-down where no link should be displayed.

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