Overview
The 1.0.0.2 release introduces targeted enhancements to case management, case record structure, system governance, and operational reporting for the Technology & Innovation (T&I) department. These improvements are designed to streamline ownership transfers, simplify record types, strengthen administrative control of permission sets, and provide visibility into departmental performance metrics.
Internal Content
Enhance Case Owner Transfer
This enhancement replaces ad-hoc owner edits with a guided, controlled, Transfer Case process, ensuring consistent workflows and preventing incorrect ownership changes.
Key updates include:
- Direct editing of the Case Owner field is disabled, both on the Case record and in list views.
- Ownership can only be changed via:
- Accept / Assign to Me (for users who are members of the owning queue)
- Transfer Case action, which guides the user to first select a queue, and optionally a user in that queue
- Transfer Case supports multi-case transfers from list views.
- Successful transfers display a confirmation message for user clarity.
- Email composer behavior updates to always use the “From” address of the Case’s current queue, even after ownership changes.
Enhance T&I Case Record Types
This release consolidates T&I Cases (excluding DS Agreements and IDX Audits) into a single unified record type, removing dependencies on prior multi–record-type structures.
Key updates include:
- All applicable T&I Cases now display a single record type.
- Manual Case creation no longer requires a record type selection and automatically applies the unified T&I record type.
- Subject Tree selection automatically routes Cases to the correct queue during manual creation.
- All downstream experiences, including email sending, list views, filters, reporting, Lightning pages, and layouts, have been updated to function without record-type branches.
System Maintenance
This maintenance update improves administrative visibility and lifecycle control of permission sets.
The maintenance activities included:
- Reviewing existing permission sets to identify those no longer in use
- Removing obsolete or redundant permission sets from the environment
- Ensuring active permission sets accurately reflect current T&I access needs
- Preparing the system for upcoming enhancements by streamlining permission structures
These changes help maintain a clean, efficient security model and reduce the risk of incorrect or excessive user permissions.
Operational Reports
This release introduces baseline operational reports that provide visibility into essential performance indicators for T&I case management.
Reports include:
- Assigned Cases Report – Lists all active cases currently owned by queues or users
- Unassigned Cases Report – Identifies cases awaiting ownership
- Urgent & High Priority Cases Report – Highlights time-sensitive requests requiring rapid attention
- Closed Cases Report – Tracks resolution activity over a specified timeframe
These reports serve as foundational metrics for department-level monitoring and can be modified or cloned to meet team-specific needs.