Stack Exchange Network

Stack Exchange network consists of 175 Q&A communities including Stack Overflow, the largest, most trusted online community for developers to learn, share their knowledge, and build their careers.

Visit Stack Exchange

Questions tagged [case]

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

0
votes
0answers
9 views

How can I Create Round Robin Case Assignment for one record type if I have 4 others

I have built round robin into our cases useing: https://help.salesforce.com/articleView?id=000004000&type=1 And i looks like this: (Field) MOD(VALUE( Case_RR_number__c ) ,2) +1 (Case ...
2
votes
2answers
21 views

How to prevent manually changes of Status field for Cases and Opportunities?

The Status field of Case and Opportunity objects cannot be read only for any profile. How could I prevent the manual changes only? I've tried with a validation rule that allows a free choice when ...
0
votes
0answers
8 views

Unable to view Stopped Since field from entitlements in reporting

I have set up the entitlement process in the case object. I am able to view setup the stopped field & other fields related to entitlement object. I gave view access to the Stopped Since field. I'...
0
votes
0answers
13 views

Is it possible to prevent Comments on forceChatter:feed component based on criteria on parent Record?

I currently am in the middle of creating a custom Case Feed component for our customer users that surfaces the forceChatter:publisher and forceChatter:feed components. The reason we decided to go the ...
0
votes
1answer
20 views

Count of emails in a case

Is it possible to create a field on the case object that has a value of the number of emails a case has? With that, i want to create a field that gets populated when the count 3 (as in when an agent ...
0
votes
0answers
9 views

Salesforce lightning email trail throws error as it is not accepting the HTML Email template

In Classic, email trails were converted to rich/plain text. In Lightning the previous emails in the trail remain as HTML. This means that users get an error message when trying to reply (normally on ...
0
votes
1answer
16 views

Auto-Populate a Lookup Field without Saving? Is This Possible?

is it possible to auto-populate a lookup field without saving the case record type? (without code/via config) Scenario: Case Record Type. -User uses lookup field 'Client Product' to select a ...
0
votes
0answers
23 views

Changing Owner before editing causes an error

Can I have a little help understanding this problem. In this scenario I always recieve an error that looks like a Field Level Security (FLS) problem but I am accessing as a System Administrator. On ...
0
votes
1answer
15 views

Associate Survey to a Case

I have created a survey using survey builder, whose link will be sent to a related contact of case when case is closed. Surveys are being captured into Survey Analyze tab, i want that survey response ...
0
votes
2answers
24 views

Email-To-Case feature in Salesforce

This is a simple step in Salesforce - Setting Up Email to case: I set up my own official address for Email-To-Case. But the case is not getting created in Salesforce whenever I shoot an email with ...
0
votes
0answers
14 views

Trigger on Attachment object not getting fired after attaching file in an outbound Email [ Related List ]

Trigger on Attachment object not getting fired after attaching file in an outbound Email. Tried both before insert and after insert. Attachment trigger fires while attaching files in the Notes and ...
0
votes
1answer
33 views

parent to child record changes using trigger [duplicate]

I have trigger on parent object which is used to update field Status of child object, I want to update child object's status field to Tested only if previous values is "ready for testing". And once ...
0
votes
1answer
29 views

Case Deflection not working in Salesforce Community

I have set up Knowledge and a community page containing the Contact Support Form and Case Deflection components. However when typing in the form, no cases are suggested. In the Knowledge Settings I ...
0
votes
0answers
16 views

milestone not stopped when stopped checkbox set to true

i have created workflow where case status is changed to pending user then stopped checkbox should be checked. i can see milestone has stopped in salesforce classic under case related list of case ...
0
votes
1answer
31 views

Need help to display list if cases based on contact name present on current case on record page

Need help to create vf page where i want to display list of cases on case record page, created by same contact of current case. Also it will based on 2 custom fields values(i.e. product & ...
1
vote
0answers
28 views

Web to Case SuppliedName not populating

My Web to Case form is populating all data on the Case other than the Web Name (SuppliedName). Is there a way to populate the name? I assume everything should be the same formatting wise as the ...
0
votes
1answer
23 views

How can I lookup an account ID for a Case using a field I am importing that is not the account name?

I have to import a history of cases in Service Cloud and, sadly, the account names I already have in Sales Cloud and the ones in the import don't match. I have a Client ID though in the Account object ...
0
votes
2answers
35 views

need help on a trigger on custom object to get values of some fields from case

I have written a trigger on custom object to copy values of some fields from case objects. Trigger is saved successfully but when i try to create related problem from case it is not copying any fields ...
0
votes
1answer
10 views

Attaching Sent Email to Case

I am using Process builder to Send email to list of members. Once the email sent to members,i want to create a case and want to track that email sent to these people. After that when the member ...
0
votes
1answer
30 views

Web-to-case email not creating case

I have followed this outline to create a web to case http://www.crmsalesforcetraining.com/creating-web-to-case-forms-in-salesforce/ and when I go to my cases, nothing has been created. The only ...
0
votes
1answer
27 views

after update logic in trigger keeps on affecting because of before update

I have written a trigger on case object having before update and after update as it's events. In Before update : Where user selects any value of "Assignment Group", based on that Case owner will get ...
1
vote
1answer
11 views

Add multiple contacts to a case via the community

I'm looking to implement something similar to how case collaborators works for salesforce support. We want our external users to be able to add other contacts at their organization to a case as "CCs" ...
1
vote
1answer
51 views

List sorting by custom field

I dont know how to sort a list of SObject Case. I have a List<Case> newCases which i iterate over in for cycle, where i save Cases to my new List<Case> casesList. for (Case newCase : ...
1
vote
1answer
28 views

while creating case record through vf page, i want to give option to add attachment before saving case record

I have a requirement where user should have option to add attachment before saving the case record. Currently i am creating a case using visualforce page. please suggest how can i achieve this? Vf ...
1
vote
1answer
73 views

Copy parent case data to child case

I have 50+ fields on case object. There are multiple related/child cases under one parent case. The parent case is populated with some data. Is there a way through which we can copy data from parent ...
0
votes
1answer
20 views

Email alert are not sent to user in time based workflow in sandbox

The time dependent workflow actions for a workflow I use is an email alert. As i need to sent an email in 25 mins to user if case remains open after it's creation. I have referred this link to ...
0
votes
0answers
27 views

Limitations with Cases in Lightning

From my understanding there is no 'Close Case' button for Cases in Lightning. Would it be possible to create a custom button that references a flow that could be present at the header along with other ...
0
votes
0answers
14 views

create a view of cases who are about to breach

Can we create a view of cases who are about to breach or the cases who have crossed 90% of their SLA time? Or how can we identify that this particular case is about to breach before sending out any ...
0
votes
1answer
15 views

restrict access to standard button “new case” button on list view to particular profile

1.I have created a custom button which should be accessed by only 1 profile 2.I want restrict access to standard button "new case" button on list view to same profile
0
votes
2answers
45 views

Updating a custom field with a default value of 0

I have created a custom field to track agent replies per Case, but the default value I have set is 0 (obviously) and the workflow rule I created to update this field only triggers when the agent ...
0
votes
1answer
28 views

How to send email alert to child record creator when parent record status changes

we have a parent-child lookup relationship on the case object. Once the relation is created, we want the child case record owner to get email alerts whenever the parent record status changes. There ...
0
votes
0answers
21 views

Allow customer user to create case on behalf of other contacts

I've a requirement to allow customer users to create cases on behalf of other contacts from different accounts. Account are shared via apex sharing/manually. User is able to select contact in lookup ...
3
votes
1answer
93 views

How to specify comment case owner

I am new using salesforce and I already created my case, and now I need to create comments from customer and customerSupport(both), but when I try to specify that in soap API like this: https://xxxx/...
0
votes
0answers
28 views

Case milestone conclusion by the user doesn't seem to trigger the process builder?

I'm working on a service system on which the case has a field called "observations". When the case's status change the system is supposed to copy its content to a big object related to the case record,...
0
votes
1answer
18 views

How to assign a different layout to sub-case or related case

I have a parent case and then related cases. I want to assign a different layout to related cases than the parent case. Is there a way to do that? Can't find any option.
1
vote
0answers
15 views

Is it possible to make different approval processes work simultaneously with the help of sub-cases

I have a requirement where I have to run multiple approval processes on the case level at the same time. Since Salesforce does not provide that option, hence I am thinking to create sub-cases and then ...
0
votes
0answers
34 views

How to capture a pending chat as a case in Omni-channel?

We're getting into a couple of different scenario which were addressed with the offline chat form in Live-agent, and we have no similar solution in Omni-channel. 1. How do we capture chat as a new ...
1
vote
1answer
79 views

Apex Class + Process Builder to fire assignment rules

We have a couple of actions on the Opportunity that create Cases. In order to trigger case assignment rules, I have a simple apex class that is being called by process builder. I'm very new to apex, ...
2
votes
0answers
77 views

HtmlBody of on EmailMessage does not stay as set in before insert trigger

I'm trying to cut off email threading from EmailMessage. I try to do this in BEFORE INSERT trigger. Original email: Hello Tom, We saw your complaint. We are working on it. Gigasoft ...
0
votes
2answers
32 views

Hide field on Case Create Page

I have a datetime field on my case object that gets set by a trigger based upon the value selected in another lookup field on my case. I need this field to display on the case details once the case ...
1
vote
0answers
208 views

Trying to create a case record from Lightning Component Input form

I am creating an input form using Lightning component. Based on the data entered by the user in the form, a case should be created in Salesforce. Unfortunately, when I hit the submit button, nothing ...
2
votes
1answer
51 views

Exporting Related Object Records - Bulk Api / DataLoader

I am looking to export only case comments and notes related to particular standard and custom objects. Ex: All CaseComments for cases of a particular record type. All notes for a custom object with a ...
0
votes
1answer
22 views

is it possible to make a smart intake form in community template

I have a requirement to create an input form using customer service community template. I want to build a smart form e.g based on the value provided in Field A, the rest of the fields/few fields on ...
0
votes
1answer
19 views

What should I mention in Signed-In User Case Action field

I am trying to create a case form in community template Kokua. I dragged the case form and it gives me the error To create cases, an action must be specified by the administrator I don't know what ...
1
vote
1answer
110 views

Custom Button - Close the Status for Cases in Lightning Experience

I am struggling with the following task: 1) I need to create a custom button "Close the status", that closes the status for the Case and 2) it should be located at the same position as on the ...
-3
votes
1answer
37 views

Restricted picklist value is throwing an error on creation of Case record from apex class

My case object has a custom picklist which has around 20 values. However the Labels and API names are different for each of the values. Also restrict picklist value checkbox is checked for the ...
0
votes
1answer
41 views

CaseNumber is not visible after case creation

I am having a facing a problem with CaseNumber. I am creating a case object with all the mandatory field in my apex code. Case caseObject = new Case(DBG_Country__c = country, ...
-1
votes
1answer
22 views

What object is most appropriate for an approval process requested by a customer? [closed]

Assuming there is a customer request that requires approval from the organization, what object between opportunity and case makes the most sense in general or in the following scenario? Customer: ...
1
vote
0answers
40 views

Problem with Case sharing access

I'm trying to resolve a sharing issue with Case records. The org-wide defaults are private Accounts, private Opportunities, Contacts controlled by Parent and Cases are private. If a case is owned by ...
0
votes
0answers
22 views

Is it possible to create a report with Cases, Milestones and Case History?

I've wondered if there's a way to create a joined report (where the common object is the case), but when creating the Cases with Milestones report, I get the option to add a report type, but the Cases ...