How to Configure Controlling Fields for Product → Issue → Issue Type in Sprinklr

When you have the same Issue used across multiple Products, but the allowed Issue Type varies by Product, you cannot use global Issue → Issue Type controls. You must configure dependencies at the Product + Issue level to avoid conflicts.

1. Why the Conflict Happens
You are using the Issue “Claim” under multiple Products, but it requires different Issue Types depending on which Product is selected:

• Aber → Claim → Complaint
• Home → Claim → Request
  If Issue → Issue Type is configured globally, Sprinklr treats the Issue the same across all Products, causing the conflict.

2. Correct Dependency Structure
To resolve this, controlling fields must be set in this order:

• Product → Issue
• Product + Issue → Issue Type

3. Step-by-Step Setup

• Configure Product → Issue so each product shows only its relevant issues (Aber → Claim, Home → Claim).
• Configure Product + Issue → Issue Type using conditional mapping:
  • Aber + Claim → Complaint only
  • Home + Claim → Request only
• Remove any global Issue → Issue Type mappings that conflict with the Product-specific mappings.

4. Validation
After saving your configuration:

• Select Product = Aber → Issue = Claim → Only Complaint should be available.
• Select Product = Home → Issue = Claim → Only Request should be available.
  If both Issue Types appear for both Products, a global mapping is still overriding your dependent logic.

5. Key Notes

• Do not use Issue → Issue Type mapping alone when the same Issue behaves differently across Products.
• Build dependencies top-down (Product → Issue → Issue Type) so Sprinklr evaluates the correct context.
• Remove any older, conflicting dependencies so Product-level rules take precedence