Sending a Case from Salesforce to TDX

Overview

Below are instructions to transfer a case from Salesforce, where it will be recreated as a TDX ticket.

Things to consider:

  1. It may take up to five minutes from transferred Salesforce cases to appear in TDX.
  2. Only the specific case will be transferred to TDX. Historical case data remains in Salesforce.
  3. The creation date of the TDX ticket is the transfer date, not the original case creation date from Salesforce.
  4. You will be set as the Requestor on the TDX ticket. Please note the requestor of the original case and update in TDX after transfer is complete.

 

Detail

Steps to Transfer a Case to TDX

  1. Open the ticket in Salesforce (erm.pitt.edu).  

  1. In the Feed Section, click the Tab labelled Move to TDX 

  1. From the Dropdown “Assign to Queue” choose the queue in TDX to which the Case should be sent 

  1. Click the button labelled Next 

  1. A brief message will appear reading “Your flow finished”, which indicates that the Case was routed to TDX 

 

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