Questions tagged [case]

Case is a standard Salesforce object: a customer issue such as a customer’s feedback, problem, or question.

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Any workaround/Add on for html in case comment section

Currently there is no way we can input html, images in case comment section, but is there any add-on/apps available in salesforce to achieve it? Already this been asked in idea stack exchange : https:/...
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2 answers
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How to find Case in SF and attach the email

Email-to-Case functionality has been stopped for a while due to some issue in our Org. Inbetween the time the Case was not created in the Salesforce. We received all the emails as errors in our ...
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How to set different weights for Cases -- Omni channel routing

Current the capacity of cases is set to be 1.But I have a field on Case object which contains the Case weight(2,4,6,8).Is it possible to get the weight from the case an assign it to a user. eg Case A-...
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-1 votes
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Error while Send Mail from the Case (For particular record)

I'm trying to send email using the Send Email quick action button. Once i clicked that button that will redirects to the below screen. But only for two users not able to send email to one particular ...
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Omnichannel leaving behind AgentWork when Skill changes

My agents recieve cases via Omnichannel using Apex to apply the correct skill for the case (The criteria is very complex). They triage the cases using the following steps: Region of case may change ...
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Email button not showing in Activity History related list on Case Lightning Page layout

I have added the Email button to the Classic Case Page layout in the Salesforce Mobile and Lightning Experience Actions section. I have also added the Activity History related List to the ...
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Filter Case_Created__c, Datetime format issue, Python SOQL

New to SOQL and using python to script SF object pulls. I am pulling from Case and need just when Case_Created__c > 2020-12-31, but am getting a error with the DateTime format issue. For other ...
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Presenting data in a SF Case externally

I'm looking for a way to present data in a Salesforce Case externally to a customer, without them having any login setup for our Salesforce. There doesn't seem to be any native capability for this in ...
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Provide Access to Case created from community

License we have: Customer Community High Volume I have OWD as private for case, contact on external sharing. On creating case, I am changing the owner to queue via assignment rule. We have custom aura ...
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1 answer
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Cannot select a value from a (related) picklist

I have created a dependent picklist on the Case object. However, on the layout, I am not able to select any of the picklist values (see attached image). Both fields have read/write permissions for the ...
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Knowledge Article Basic Scenario to implement suggestions needed

I am new to Knowledge management in salesforce and want to implement basic functionality in KM. I have 2 picklist fields on Case 1) Category and 2) Type. Both are dependent picklist. Both have more ...
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Issue with Case Create Form & Case Deflection (Knowledge Articles) in Digital Experience Builder

So having an issue with finalizing in production instance. This is screenshot of the "create a case" lightning component on the left and on the right the "case deflection" ...
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Email to Custom-Obj functionality

I want to know if it is possible to create an email-to-customObj functionality in Salesforce? My organization is heavily using the Case object and do not want to add more to it. I want to create a ...
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Trigger on case Email-To-Case

This is my trigger trigger CaseTrigger on Case (Before Insert, Before Update) { for(Case c:trigger.new){ if(c.ContactId == null && c.AccountId == null){ c.AddError('*****...
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HTTPPost : Unexpected parameter encountered during deserialization: attributes

I am having the following code to insert a Case record. When I run the code using workbench I am able to insert a case record. But when I try to call the API from another sandbox I am getting Error : ...
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Case Owner Name null in case of queue

How to remove Case Owner Name as null null when assigning the case to a queue for salesforce communities? The Case Owner is getting properly populated in case of Owner being a User.
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How can I get "Attach Article" of "Insert Article into Email" from Knowledge search results

How can I get "Attach Article" of "Insert Article into Email" from Knowledge search results from a Case? On Case, Articles can be added from "suggested Articles". Is ...
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Does auto response in case object considered as first response?

I am new to the salesforce service cloud and I am trying to understand from a business point of view what does first response mean. Does an email send via auto-response rule considered a first ...
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Error On Einstein bot 'Create Case' Dialog

I am developing a chatbot using einstein bot. My chatbot always getting error each time user try to create a case In 'Performance' page on 'event logs' tab, pointing to dialog 'Create Case' with ...
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Can I make the out of box 'Send notification to Contact' visible on the add in (Case object)?

I have the following situation. We are setting up a custom layout for the add in, and we already solved that we can add custom fields, including creating a flag to mimic the out of box checkbox 'Send ...
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1 answer
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Case Owner Update

Kind of stuck, anyone have any input. When I create a new case for Internal Appeals and set the functional area to Benefits- Ops and status to Functional Area Review, the Case Owner is updated ...
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How to set default To address when emailing from from cloned case

This does not seem to work on Cases. The Composer seems to override the predefined default, I think based on the addresses in the thread. When I clone a Case with the last email (by reparenting the ...
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1 answer
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Close a case X days from its opening - Salesforce

What I am trying to do is that when a new case is created, if it does not advance from the new status, it will be closed in 14 days from the date of creation. [ [ [ [ I have this trigger-flow but it ...
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Secondary Routing Priority favors Web-to-Case over Email-to-Case?

We have "secondary routing priority" activated. We set a priority status on a case record to either "low" or "high". When we have the same priority on a web and email ...
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Assignment rule not firing from Global action "New case"

I have a case assignment rule which works well when creating new cases from the cases list view. But I have a Global action, "new case" when I try creating case from here, assignment rule is ...
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Form returns payload and 200 status, data is not injected into case properly

We use very basic functionality from SFDC since it's a dumpster fire 24/7. Today, we are trying to implement a simple form using web-to-case that takes a couple of custom objects and some standard ...
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How to send Case Escalation notification to case owner's manager

I have a requirement to send Case Escalation email notification to Case Owner's manager if the case status is not changed in 8 hours. I don't see an option to send notification in the escalation rules....
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1 vote
1 answer
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PDF Generation Failed when first result of list does not match criteria

"PDF generation failed. Check the page markup is valid." I have an apex data table to list cases related to a contract. However, I want to only display specific record types on the list. My ...
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Case escalation rule using public group instead of case owner name in criteria

The case escalation rule criteria has historically listed case owner names. For example if Bob Smith or Cindy Smith is the case owner then ....... Now our list of names has gone from 2 to 30 or more. ...
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1 vote
1 answer
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SOQL Subquery - Getting Cases that have updated ContentDocumentLinks (Attachments)

I have an integration that pulls cases using the following query. This works well. SELECT id, casenumber FROM case WHERE LastModifiedDate >= 2022-02-21T22:08:01Z AND LastModifiedDate <= 2022-...
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Cannot find Description (Standard Field) of Case object in fields to display for custom listview

It is surprising to see that a custom Description (Long Text Area) field with same character limit is available in Fields to Display for a custom list view but the standard field is not available. ...
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Email to case Settings - pre-populate to-address with specific email addresses when forwarding a case

Is there any way to automatically prepopulate the "To Address" with predefined email addresses after having established Email2Case rather than manually selecting contacts/email addresses? ...
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How to access a case record field in Android Service SDK

Before I launch the Salesforce chat using the embedded service SDK, I create a ChatEntity object and link to a field name called “CaseId” val caseEntityBuilder: ChatEntity.Builder = ChatEntity.Builder(...
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How to stop Milestone without including Stopped field in Page Layout?

Actually, I want to stop the milestone when an initial activity was created. For that I am using Flow to make Stopped(API : IsStopped) field equals to true. Here flow is working fine and milestone ...
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2 answers
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I need some help with apex trigger

I keep getting this error on my Apex trigger while trying to deploy it to the org: Method does not exist or incorrect signature: void get(Id) from the type List Case. this is my code for trigger: ...
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Email-To-Case should not create case and should not send mail to case owner

I want to implement the following in Email-To-Case: Email to case should ONLY be for the following scenario: When case support contacts the customer via email feed and customer responds back then ...
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How to remove Case Number from case submission on experience?

Hopefully an easy question to answer. Using the standard Contact Support Form component in a B2B Commerce experience site, cases will not be visible to users. The default Contact Support confirmation ...
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1 answer
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Easiest way to grant edit access to a field for one user on case object without creating a new profile?

I was curious if anyone knew the easiest way to grant edit access to a field for one user on case object without creating a new profile? I am using an existing profile that has cred setup to allow ...
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1 answer
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Customer Portal (Experience) User Can Upload Files to Case yet Cannot View Files Uploaded to Case by Salesforce User

Our Customer Portal (Experience) users are able to upload files to a case, yet they cannot view files uploaded to a case by an internal Salesforce user. I have enabled the 'Let customer users access ...
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Unsetting Case Priority field default value

Seems to be an easy process, but not sure where I'm stuck. Error: Cannot uncheck this value. This picklist must have "Default" value. I want to unset the default value of Case Priority ...
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4 votes
1 answer
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DescribeFieldResult .IsCascadeDelete()/isRestrictedDelete() don't return the correct value for Opportunity.AccountId/Case.AccountId fields

In Case Object there is a "special" lookup field to Account, with the API Name AccountId and Label Account Id (btw in the UI we see Account Name as the field's label which is the name we ...
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Capturing Date when Case Owner is changed from Queue to User

I'm trying to create a Flow to capture the date/time when case owner is changed from queue to user. I been trying different variations to capture the date but it's never a sure-fire thing... Right now,...
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1 answer
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Invalid field:SOLUTION.ISSUE in related list:RelatedSolutionList when deploying to scratch org

I have retrieved my entire metadata from the dev org and tried pushing it to my scratch org that I created using org shape sfdx force:org:create -f config/project-scratch-def.json --durationdays 2 --...
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  • 155
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Preserving @mentions in the FeedItem trigger edit

I have written before insert trigger that concatenates Case Subject to the Chatter post when it is posted from the case record. But when I do that, @ mentions are getting stripped from the chatter ...
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1 answer
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Populate Case Subject in Chatter feed post

We are using salesforce cases and Case owners have been using Chatter to ask questions about the case. The problem is that chatter messages sent from cases only show the case number in the email. ...
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2 answers
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One Email-to-case should assign to 2 queues [closed]

We have setup one email-to-case and the cases are assigning to one queue....but we have a new requirement came up. If the same email-to-case subject has 'Electronic' then it should be assigned to ...
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Email-to-case - Filtering sender email based on record-types

I've configured 2 routing addresses on the Email-to-Case : "Test A" and "Test B". And I've assigned them to 2 differents Case recordtypes : "RT Test A" and "RT Test ...
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Resubmit Failed SMS Messages on Cases

I have a custom implementation where after a Case is assigned to a team or is closed, a custom SMS Message should be sent. So, i will implement this using a triggered automation tool (either record-...
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1 answer
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Case Hour is ~6 Hours off

I have a "Hour" field added to the case object. It is calculated by HOUR(TIMEVALUE(CreatedDate)). If a case was opened at 00:30, it was saying the hour was "6". There is a ...
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Case Trigger email notification

By using below code when iam updaing case email notification is not receiving what could be the reason can any one help me trigger CaseTrigger on Case (before update,after update,before insert,after ...
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