3584803 - How To Set the Case Category Level Fields as Required During Case Creation in SAP Service Cloud Version 2

You would like to understand how to set the case category level fields (Category Level 1, Category Level 2, Category Level 3 and Category Level 4) as Required or Mandatory during the case creation in the SAP Service Cloud Version 2.

SAP Service Cloud Version 2.

A possible approach would be to make use of the Dynamic Properties feature, which is available under the Case entity in the Extensibility Administration in your SAP Service Cloud Version 2.

You can do that by following the steps below:

1. Logon to your SAP Service Cloud Version 2.
2. Click on the User Profile.
3. Click Settings.
4. Navigate to All Settings.
5. Click Extensibility Administration.
6. Click on Cases entity.
7. Navigate to Dynamic Properties tab.
8. Click + to create a new rule.
9. Select Field Attributes.
10. In the creation screen, enter the mandatory details and choose the checkbox All Context as true.
11. Under Properties, click +.
12. In the Fields, you can add multiple fields and include the Category Level fields.
13. Once these are added, you can set the checkbox of column "Mark as Required" as "True".
14. Save the changes.

Once the rule is active, if the agents tries to create a case without filling in the fields, they will receive an error with the information that they need to fill in the category fields.

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SAP Sales Cloud and SAP Service Cloud Version 2 all versions ; SAP Service Cloud Version 2 all versions