ForceCase

Syntax: ForceCase(string caseLevel)

Arguments:

  • caseLevel specifies the level at which the function acts. Valid values are CUSTOMER, ACCOUNT, and SERVICE.

Return Type: Void

Description: Forces case creation no matter where it is in the decision stack. Falcon creates a new case even if all other cases for the account are in a CLOSED state and the suppression period has not expired yet, or if a case does not exist for this account. The opposite function is SuppressCase, which suppresses case creation no matter where the decision is on the stack.

ForceCase creates a case even if a case is in the suppression period. TriggerCase will not create a case if a case is in the suppression period.

This function is available only in free-form editing. In structured editing, you can use the free-form editor to add this function by selecting Freeform expression when clicking Add Rule Action.

  • If a transaction triggers a ForceCase rule condition and there already is a case at the same level in the Active status, the review flag changes to Yes, and that transaction is highlighted in green on the Transaction grid. The green helps identify the transaction that caused the review flag to become Yes.
  • If a transaction triggers the ForceCase rule condition and there already is a case at the same level in the New status, the review flag stays as Yes, and the new transaction is highlighted in green.

Usually, if a new transaction comes into Falcon on a case that is Closed, the new transaction is not shown in the Case Manager. If the same transaction triggers case creation because of a ForceCase or delta rule, that transaction, as well as all others, will be visible in the Case Manager on the existing (Closed) case, as well as the New or Open case. The same behavior occurs if the new transaction triggers a new case at a level that is different from the level of the existing case.

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