Looking for a solution/idea/example along these lines.
While many CS cases are handled as ‘standard’ (calls/emails exchanged to solve a particular issue), there are cases that are 'urgent’ (and therefore different).
The example could be: A customer calls with an issue that in essence says : The production line is down because machine xyz is down. We need a technician on-site asap to fix.
So, when case is saved, and priority = urgent, an email will go out to our contact (in CRM), or service contact (in CS) + service manager + others to be decided (hard coded). With variables name of company, contact, machine (project) name, and description.
Then, ideally, An ‘all day activity’ = on site service should be created for the same/next day for ‘our service contact’ in S&M. (i.e to the calendar -). the case will (often) be changed to another (available service rep) or day, by Service manager. (and availability is best seen in the S&M calendar view. (the geograpical area covered/travel time involved is substantial)
In the activities details (on udefs ?) the text from the case write up should be included in the S&M, ideally with select info from fields in the CS ticket.