I've created a PB which notifies the case owner whenever a case they own is updated.
The issue is that I have a number of child objects (and processes) which update the case record when an action is performed so, for example, if an email is received whilst a case is in an 'Awaiting Customer Update' status then the following will happen:
- A WF will change the status to 'Working'.
- A cases status change record will be created and a roll-up summary field, on the case record, will be updated.
- A 'Customer Has Replied' tickbox will be checked.
This results in 3 notifications being sent to the case owner.
To combat unnecessary notifications I have applied the following criteria:
AND( (NOW() - [Case].LastModifiedDate) > 0.00069444444, $User.Id <> '005D0000008gAFhIAM', $User.Id <> [Case].OwnerId, BEGINS([Case].OwnerId, "005"), NOT(ISPICKVAL($Profile.UserType, "Guest")), NOT(ISPICKVAL([Case].Status, "Archived")), NOT(ISPICKVAL([Case].Status, "Awaiting Customer Update")), NOT(ISPICKVAL([Case].Status, "Solved")) )
However, neither $User.Id <> [Case].User.Id (don't send a notification if the update is performed by the case owner) and (NOW() - [Case].LastModifiedDate) > 0.00069444444 (don't send an update if the the case has already been modified in the last 1 minute) are working.
Any idea how I can make this work, please?