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            Considerations for Customer Service Incident Management Flows

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            Considerations for Customer Service Incident Management Flows

            As you use Customer Service Incident Management sample flows, keep in mind these considerations.

            Required Editions

            View supported editions.
            • 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.
             
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