As you use Customer Service Incident Management sample flows, keep in mind these considerations.
Required Editions
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- Flow Limits and Considerations
- The Run Flows user permission is required for the running user.
- To use a Customer Service Incident Management flow, Incident Management must be enabled.
- Change Case Owner to Incident Owner flow works only on incidents. Close Change Request & Related Issues flow works only on change requests.
- Close Change Request & Related Issues flow closes only the change request and its related cases, problems, and incidents.
- If the Closed picklist value is removed from the Change Request Status field, the Close Change Request & Related Issues flow fails.
- Change Case Owner to Incident Owner flow works only if cases are marked as related to an incident.
- Customer Service Incident Management flows work only in components or Lightning pages that specify a record ID. For example, you can’t use a Customer Service Incident Management flow from an Experience Cloud side or from the utility bar.
- Close Change Request & Related Issues flow doesn’t support partial updates. For example, if the running user doesn’t have access to at least one related issue, the flow fails.
- For Change Case Owner to Incident Owner flow, the case owner can be changed only if the running user has access to the case.
- A flow can fail due to a trigger or validation error. Check whether any records related to the flow have validation errors.
- For Change Case Owner to Incident Owner flow, the case owner can be changed only if the incident owner is a User.