3781627 - Category names are not available in Case Flow configuration; only Display IDs are supported

• In Case Flow configuration, category fields expose only Display ID values.
• Only fields such as Category Level 1 Display ID, Category Level 2 Display ID, and Resolution Category Display ID are offered.

SAP Service Cloud Version 2

1. Navigate to System Settings.
2. Open Case Flow configuration.
3. Create or edit a Case Flow.
4. Navigate to an input step, condition, or validation that uses category fields.
5. Search for category-related attributes.
6. Observe that only Display ID fields are available for selection.
7. Observe that category name fields are not available.

Category names are language-dependent values.

Case Flow logic, validations, and conditions must be evaluated consistently regardless of the user's logon language. Because category names can be translated into multiple languages, using category names in Case Flow logic could lead to inconsistent behavior across languages and translations.

For this reason, Case Flow configuration supports Display ID values rather than translated category names.

• This behavior is expected.
• In Case Flow configuration, category-based logic must be configured using Category Level Display IDs only.
• Category name fields are not supported for Case Flow inputs, conditions, or validations because category descriptions are language-dependent.
• Use category Display IDs when defining Case Flow rules and business logic.

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