Set Help Desk = True for new Cases via Workflow

By default, the Help Desk check box is unchecked for new Case records, except when the Case is created using an Employee Center role. To default new Cases with Help Desk = True, regardless of the role, a Workflow can be created.

To create the Workflow:

 

1. Go to  Customization > Workflow > Workflows > New

2. Set the following:

 

  • Name: Case Help Desk

  • Record Type: Case

  • Execute as Admin is checked

  • Release Status: Released

  • Event Based: On Create

  • Trigger Type: Before Record Load

 

3. Click State 1 > New Action > Set Field Value

4. Set the following:

   • Trigger On: Entry

   • Parameters

       • Field: Help Desk

       • Static Value: Checked = True

 

5. Click Save