🧐How To: Reference Data Records from Cases

How to link a data record to a case

A Case record in Cubu can reference data records in custom data tables. This is useful when allowing agents to select a value from an extensive list of options.

This article will guide you through the process of making the necessary configuration to allow agents to select data records for their cases easily.

Use the Text field with options for selecting from a list. Use Data Record Fields for long lists, items with additional data, or frequently changing data.

Referencing a data record from a case is done using a Data Record Field. These fields are linked to a specific data table and allow the agent to search for records.

The following diagram depicts a Case with a Data Record Filed referencing a data record:

Referencing a Data Record from a Case

1. Create a Data Table

Create a data table using the Data Tables tool.

For details, see: Managing Data Tables

For this demo, we've created the Courses table. This table contains data about courses provided in Evergreen College.

The following screenshot depicts the Courses data table and its fields:

The Courses Table Fields

The data table contains course information, as shown in the following screenshot:

The Courses Table Data

2. Create a Data Record Field

• Go to Admin Tools / Metadata / Fields and click New Field to open the New Field dialog.

• Give the field a unique name and slug.

• From the Data Type dropdown, choose Data Record.

• From the Data Table dropdown, choose the table you have created.

New Field Dialog

3. Add the Field to a Service Category

In this step, we add the Data Record Field to a Service Category, so cases created in this category will contain the field.

In this example, we've added the Major field to the Course Registration service category.

Service Category Fields

For more information, see: Managing Service Categories

4. Referencing a Data Record from a Case using the Agent Console

When you create a case in the Course Registration field, the Major field will appear on the case form:

Data Record Field on the Agent Console

To choose a data record, click on the Find (🔍) button to open the Find dialog:

Choosing a Data Record

The data record is now visible on the case record: