Salesforce IdeaExchange
Search asset from within a case to return assets from linked accounts
Search asset from within a case returns assets from all accounts
We have an issue with finding and linking assets to a case.
EXAMPLE 1
1. We have an asset that contains 'PMS'.
2. This asset is linked to the account 'Euston square hotel'.
3. Create a case for the account and don't specify a contact person (see screenshot #1).
4. In the asset field I type '*PMS' to find the asset that is linked to this account and I click the find button (see screenshot #2).
5. Now SalesForce returns ALL assets of ALL accounts that contain 'PMS' (see screenshot #3). Here it should only return the 'PMS' asset that is created for the account 'Euston square hotel' which is linked to the case.
EXAMPLE 2
6. Same as example 1, but don't enter '*PMS' in the asset field in step 4 from the previous example.
7. SalesForce now returns ALL assets of ALL accounts. Here it should only return all assets that are created for the account 'Euston square hotel' which is linked to the case.
EXAMPLE 3
8. Same as example 1, except the asset is not only linked to the account, but also linked to contact "Jones".
9. Create a case for Jones, and the account name in the case automatically reflect the name of the account from Jones.
10. In the asset field I type '*PMS' to find the asset that is linked to this account & Person and I click the find button.
11. Now SalesForce again returns ALL assets of ALL accounts that contain 'PMS'. Here it should only return the 'PMS' asset that is created for the account 'Euston square hotel' which is linked to the case via contact 'Jones' (regardless to which contact person the asset is also linked to).
EXAMPLE 4
12. Same as example 3, but don't enter '*PMS' in the asset field in step 4 from the previous example.
13. SalesForce now returns all assets that are linked to the contact person 'Jones' for whom you create the case. Here it should only return the 'PMS' asset that is created for the account 'Euston square hotel' which is linked to the case via contact 'Jones' (regardless to which contact person the asset is also linked to).
I know that you can fine tune in the resultst list by adding a filter by 'account name' that contains the account name. However, that takes more click and typing to find something that should be returned by default.
So, no matter how assets are linked and no matter on how you create a case (for account or contact person and even self service portal), if you search for an asset it should always ONLY return assets that are linked to the account, and nothing that is linked to any other account.
track comments for this idea
- Francesco23
- lisa_arrington
- scsweeney
- maksim
- ricgowan
- radliberty
- alex.lares@v2sa.com
- happygirl
- k3rmit
- TravisB
- RobLofaro
- Robbert
- gerhard_mack
- arnar_laufdal_olafsson
- Jakester
- nyatax37
- melissa_caylor
- GMP
- Ernie
- avlerik
- monica_fernandez
- ChadMeyer
- Valarie
- roaringfork2525
- Omegan
- AlexCRMmanager
- dutchneworleanian
- Scott_Jorgensen
- craskulinecz
- Greg_Altonji
- Kathryn
- jeepee
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