Set Up Customer Service Incident Management Flows

To use Customer Service Incident Management sample flows, like Change Case Owner to Incident Owner or Close Change Request & Related Issues, complete the setup.

Required Editions

View supported editions.

To use Customer Service Incident Management flows, first enable Customer Service Incident Management.

Note Customer Service Incident Management flows also work in components other than the Actions & Recommendations component. Tell Me More

1. To add a Customer Service Incident Management sample flow to the Actions & Recommendations component, first clone the flow.
   1. From Setup, in the Quick Find box, enter Flows, and then select Flows.
   2. Select Change Case Owner to Incident Owner or Close Change Request & Related Issues, and click Save As.
   3. Enter a flow label and API name. Save your changes.
   4. Activate the flow.
   5. Repeat steps a through d for the other Customer Service Incident Management flow.
2. Add the flows to a deployment and select Change Request or Incident as the object.
   

   Note Change Case Owner to Incident Owner works only on incidents. Close Change Request & Related Issues works only on change requests.
3. To show the flows to users from the Actions & Recommendations component, add the deployment to the component. The Actions & Recommendations component is automatically added to Customer Service Incident Management page layouts.