2

Building out email to case for our customer service team, we only have sales cloud. I want to restrict who can assign and be assigned a case from the queue, same group of users would need to be able to change the owner and be assigned as the owner.

I have tried to make a validation rule off the owner field but have not been successful. This is the idea and this works:

AND(
    ISCHANGED(OwnerId),
    ISPICKVAL(Origin , "email"),
    Owner:User.Profile.Name  <> "Customer Care Rep"
)

The issue is that I need to have it include 2 different profiles and when I add it in like this:

AND(
    ISCHANGED(OwnerId),
    ISPICKVAL(Origin , "email"), 
    OR(
        Owner:User.Profile.Name  <> "Customer Care Rep",
        Owner:User.Profile.Name  <> "Customer Care Manager",
    )
)

It won’t work. I have tried a few different things based off of common fields they share on user profile but nothing is working.

Any ideas? I’ve been at it for a while so worried I’m missing an obvious fix.

1
  • A general tip is that whenever you're checking multiple conditions for a single field, you need to use OR() when you're checking for equality and AND() when you're checking for inequality.
    – Derek F
    Jan 19, 2023 at 22:04

1 Answer 1

4

This statement will always be true:

OR(
    Owner:User.Profile.Name  <> "Customer Care Rep",
    Owner:User.Profile.Name  <> "Customer Care Manager",
)

It's because if the profile is "Customer Care Rep", it won't be "Customer Care Manager", and vice versa.

To get this to work, just AND the conditions.

AND(
    ISCHANGED(OwnerId),
    ISPICKVAL(Origin , "email"),
    Owner:User.Profile.Name  <> "Customer Care Rep",
    Owner:User.Profile.Name  <> "Customer Care Manager"
)

I'm assuming you don't want the owner to have either of those two profiles.

You must log in to answer this question.

Not the answer you're looking for? Browse other questions tagged .