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Editing a Closed Case will automatically change its status from 'Closed' to 'Pending' and then when the edits are saved, the Case is then 'Closed' again.

I would like to create a Counter that counts how many times the Case is 'Closed', potentially using the 'Closed' Checkbox data type.

I am open to writing an Apex trigger, but would appreciate some insight on a way to just use standard formulas if possible.

6

This is a pretty simple workflow rule.

Criteria

  • IsClosed = true
  • Evaluate the rule when a record is: created, and any time it’s edited to subsequently meet criteria

WFR Criteria

Action

  • Field Update (Field = Closed Counter)
  • Formula: IF(ISNULL(Closed_Counter__c), 1, Closed_Counter__c + 1)
  • Thanks! I actually went back and tried a version of this. WFR: created and every time edited( ISCHANGED(CloseDate)), Field Updater:(Closed_Counter_Field_Updater__c + 1) and that doesn't seem to be successfully updating the number field – GPP Dec 10 '15 at 19:26
  • I know this is slightly different than your solution, but the similiarites are close enough to make me wonder if I am missing a key piece of linking the Workflow together – GPP Dec 10 '15 at 19:27
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    The field name is actually ClosedDate. Is that a typo? Otherwise, perhaps the Case is not actually reopening and closing? Does the ClosedDate actually change? – Adrian Larson Dec 10 '15 at 19:32
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    It looks like you didn't include the ISNULL check. Is the value being initialized to 0? – Adrian Larson Dec 10 '15 at 19:50
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    Let's chat about it? I think your criterion makes more sense. – Adrian Larson Dec 10 '15 at 19:55
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A formula field isn't the right tool for the job here. You could probably make it work through some convoluted means, but what you're looking for here is a Workflow rule (and field update).

Something along the lines of

ISCHANGED(Status) && ISPICKVAL(Status, 'Closed')

The field update would simply increment a number field (which you would need to create if you haven't already), and you'd be on your merry way.

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