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Unable to change Case Record Type in Case Status Action using Case Feeds

Knowledge Article Number 000220486
Description While the Record Type Field can be added to the "Change Status" Action within Case Feeds, it remains Read-Only.

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Resolution This is working by design as some Fields will remain Read-Only within Actions, such as Record Type (Case Owner would be another example).

Since a record can only have one record type at a time, and changing it directly on the record would mean changing the entire case layout, this would defeat the purpose of having a case feed action as it’s designed to do small changes on the record without altering / refreshing the entire case detail page. You may change the Record Type on the Case Detail page or by using automation, such as Workflow Rules.




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