Setting Case Field Defaults with Custom Buttons
Case Split version 1.902 and later allows you to configure a global default (Use Original, Use Blank, Use Default) for each Case field on the split page. There is more flexibility through custom URL parameters in Custom Links and Buttons. Not only can you override the global defaults, but each Link/Button you create can have a discrete configuration to accommodate multiple departments, regions, and use cases. You can follow the instructions in this article to create buttons manually, or use the Case Split Button Builder in versions 1.907 and later.
This article will take you through two scenarios:
You can provide a default for any field on the Case Split page, which is controlled using a field set. Default values can be changed on a case by case basis by the user splitting the case. For information on changing the fields on the Case Split page, see the Case Split setup and configuration pages.
Follow the instructions below to create custom buttons manually, or use the Case Split Button Builder. Review the Case Split documentation for more details.
To get started go to Setup| Cases | Buttons, Links, and Actions.
Click New Button or Link, then follow the steps below for each custom button you wish to create.
Scenario 1: Default the Owner on the split Case to Current User (which may be different than the Owner on the source Case) and default the Status to Working.
Scenario 2: Default the Owner on the split Case to a specific Queue (like Engineering), and set Case Reason to Bug Fix.