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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14 views

Entitlements and recurring milestone's start time and target time

I am new to entitlements and we are trying to leverage this for our service cloud. My business requirements are as follows: Requirements: Everytime a case status is set to "Response Received"...
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1answer
16 views

Service Management - Email Quick Action - Auto response

we are implementing the case management. We have set-up the channels (Email, Web). For each channel we have setup-up an auto-reply rule. Use Case The user opens a case via email, and an auto-reply ...
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How can I Email-to-Case Routing if my email system organization doesnt allow externar forward rules?

I did the configuration of Email-to-Case but my Microsoft office 365 Admin dont allow me to create automatic rules on the email to redirect/forward emails with Thread id to My salesforce routing ...
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10 views

Social Studio: Enable case re-open not working

The enable re-open case functionality is no longer working & we need to apply the macro directly on the posts/dm to create a case or social post in Salesforce. This functionality has been working ...
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18 views

Best approach for uploading to Files to Case and CaseFeed via a Salesforce API

Hi I have the exactly same question that I found here. I just want to upload the Files to Case and link it to CaseFeed(if required). I know the post is quite old but did you find the best solution? ...
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Not able to see the createdby field references under the case comment object in Process Builder

I am not able to see the created by references like Name, Username , profile id under the for Case Comment object in process builder .Please help.
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1answer
51 views

How to get access to attachments in Case Feed Item using Rest API

I'm doing sync with Salesforce. In my case I should sync both Case and CaseFeed items. When my CaseFeed items changed I get the notification from Salesforce and create/update the CaseFeed item in ...
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13 views

How to create the Case with Attachments in single Rest API call [duplicate]

I need to create a Case with Attachment(s) in Salesforce using Rest API. The Case Team should be assigned on created Case. Also the Case Feed Item should be created with some text where the uploaded ...
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10 views

Hiding sections of email component

There is a requirement where the agents will be using service console to manage the case records. To support the requirement, I have added the Chatter Publisher component in the Lightning page. I have ...
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1answer
50 views

Integration for Cases and CaseFeed with external System [closed]

I have Salesforce system with clients data and Cases(client issues). I would like to extend some functionality of Salesforce and integrate the Cases with our external System. Since we need the Case ...
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1answer
40 views

How to read full case comment in Salesforce Lightning?

On the Salesforce Lightning Case page, I can see the last 3 comments in the right shelf with the full comment body but when trying to read older comments, I click into the "Case Comments" ...
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44 views

Modeling Health Cloud Case to Accounts

We have Health Cloud, and are using Care Plans (cases) to track applications. Each case is linked to a Patient (Person Account). We also have client Hospitals (Accounts with Business record type) in ...
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1answer
17 views

Code Coverage for Case Comment Trigger

I have a trigger where when a case field called Macro is updated, it creates a case comment accordingly. I'm trying to get code coverage, I only get 21%, and I can't seem to get the following lines ...
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29 views

FeedItem Trigger is not executing

I have a trigger in FeedItem which needs to fire when an article is attached to the case. Here is the trigger: trigger FeedItemTrg on FeedItem (after insert, after update) { for (FeedItem fi : ...
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1answer
24 views

Prevent Attachment deletion on Case deletion

I have a requirement where Cases closed over x amount of days should be removed from Salesforce. However, when deleting the Case, the subsequent e-mail messages and attachments linked to both e-mail ...
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1answer
14 views

Case auto-response email with empty subject

What I want to do is when I send an auto-response of a new case I want the subject of the case to be put in the subject of the email (dynamic subject). I Created a visualforce email template like the ...
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34 views

Contact is not getting created from Pre-Chat form

I am having a problem with my pre-chat questions not creating a Contact if no match is found for the Contact. The Chat starts fine and the Case is created, but the Contact is not created and the Case ...
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15 views

LastModifiedBy User Name not populating inside Trigger [duplicate]

I am having this code inside my after insert trigger code block. if(Trigger.isInsert && Trigger.isAfter) { List <History__c> historyRecords = new List<History__c>(); ...
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1answer
23 views

How do I export setup info from one salesforce system and import it into another?

I have created some custom case page layouts that I want to export as a file on my PC. I want to do this to: manage the case type definition with source control deploy on another salesforce server by ...
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34 views

Test Class not working (Case/Event)

I need Test Class to test the standard functionality : When you change a record’s owner, some items that are related to the record are also transferred to the new owner. In my case Case owner changed ...
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1answer
47 views

Create case with template via REST API

I would like to create a case that asks for data to be filled in via something like an HTML form. My research so far indicates that a Template is the weapon of choice for the "form". I want ...
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1answer
52 views

How to Update a Case Object using LWC

I am pretty new to LWC and I am trying to create a button that allows the user to edit/update a selected case from a list view. I have looked around the web and a common solution is to use SObjects in ...
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1answer
14 views

Stop Client from seing all internal Case Status values changes on the Client Portal

Our clients have the possibility to create a Case from the client Portal. All cases creating by a client have the default status New When dealing with the case, the case status may change to other ...
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1answer
28 views

Prevent stage changes if fields on the stage are blank

I want to prevent users from changing stages for cases if they don't fill out all the fields found on that stage. For example, on my first stage called 'Member transition started' i have a lookup ...
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71 views

I cannot see case object in object setting in a Permission set?

Can anyone help to add Case to my object settings? Thanks in advance Solution : Thank you for the answers. I figured that at some point I have changed the label of Case object.
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34 views

Stop clients (Customer Community Plus Login users) from viewing cases created on their behalf on Community

Sometimes on community, I need create cases the behalf of a client. Which means that on the field "Contact Name", I will put the name of the client I am created the case for. The problem is ...
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1answer
41 views

Declarative way to determine what group a user belongs to

Without using apex is there a way to find out what group(s) a user belongs to. Looking to build a declarative case assignment rule based on certain groups a user belongs to. Maybe using a formula ...
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24 views

ContactId of Case not populating at times

I use postman as a rest client to post a case with supplied email field populated, in the apex class what we do is we check if a contact exists with the email of the supplied email of the case, if it ...
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33 views

Track emails sent from a Case

I would Like to track emails sent from Cases in order to report on the number of opened emails / sent emails. I found out that Email Tracking in Salesforce doesn't apply to emails sent from Cases or ...
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1answer
44 views

Update the parent case when the child case is closed only on certain recortypes

I am trying to update the parent case status when the child case is closed and thhis should happen only on certain record types. Also I need to bring in the last case comment from the child case that ...
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1answer
20 views

Having an error List index out of bounds while testing contact trigger

Here is my Test class for trigger , after query for cases we get an empty list: @isTest private class TestContacts1 { static testMethod void testAddNewContact(){ Contact cont=new Contact(...
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1answer
21 views

What permission is required to set a queue as a case ownerId?

I am having an issue on a VisualForce page where my queue is not auto-updating with an ownerId based on the profile I'm on. It's not throwing an error anywhere and giving them the 'View All Lookup ...
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19 views

Case Auto-Response Rules not matching the matching criteria which is updated from Process Builder

We have a requirement to implement email2case process in which we are adding to-address from Email Message object to Case object field. For example if abc@a.com send an email to our email(email2case) ...
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1answer
26 views

Query Case Record Type Name for the Parent Case of an Email Message in SF

I want to query the Case Record Type Name for the Parent Case of an Email Message. I am trying with the below query but it is not returning me the name :- select id,subject,parentid,parent....
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1answer
66 views

Code optimisation on EmailMessage

I have created a class and a trigger to be able to stop clients from sending email message on Closed Cases. The code works as intended. We tend to communicate with Clients using the quick action Email ...
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1answer
22 views

Salesforce Lookup Search - Lightning

I am at case record and want to perform a lookup search without any inputs. I have used lookup criterio in my field so that the subscriptions shown should be the ones that have as an account the one ...
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1answer
34 views

Milestones - Service Cloud

Is it good to have milestones as a countdown for internal processes? For example, let's say we don't have sla with a customer, but we want to have internally a rule to support that we will support him ...
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1answer
55 views

Salesforce service cloud - scripts

There are cases where during the call, the call center agent follows a script to manage the customer/case. How can i embed this script within Salesforce so that durnig the call, the agent has help? Do ...
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10 views

Remove the carbon copy email address from the email button on case [duplicate]

I use the email feature to send email from a case in Salesforce. Unfortunately, the BCC email address is every time filled by my email address when I open the widget. Is there a way to delete the BCC ...
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2answers
31 views

How can I call all Cases using SOQL query to mass delete all my Case's?

This is my code to mass delete my Cases: List<Case> caseList=[Select CaseNumber From Case]; for(Case cases : caseList); delete caseList;
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44 views

Migrate Case Milestones

I have been tasked with migrating the Cases from one SFDC org to a new SFDC org. Part of this effort it to include the Case Milestones related list beyond what is generated when the Case Record is ...
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12 views

In case layout I have enabled email notification but the check box is not shown in the case creation

I want to get the email notification to the contact email and owner email when the case is created or edited. I have enabled the email notification in the case layout but I am not getting the checkbox ...
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18 views

Lightning component added to a quick action appears as a feed item rather than a button, on the case page layout [duplicate]

I have created a lightning component that is to be accessed on click of a button on Case record. I have also created a quick action as follows : However, on adding the same to the Case Layout, this ...
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19 views

Disable Case Notification Email for particular Case Origin

We have all the standard case notifications setup (case creation, case comments, closure etc.). However, for cases created via a particular origin, I don't want these notifications to go out. For ...
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1answer
32 views

User can not remove from queue after changing the role

We have a Case Assignment rules which is assign to a particular queue and in this queue, there is role 'ABC' added in it. When I change the User's current role from ABC to XYZ, it can not remove user ...
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14 views

How to setup case SLA? Need to reassign case to backup approver queue after it crosses SLA timeline

I have requirement to setup SLA on case object. Req : after case submitted for approval the sla should start and hours would be normal hours (ex.40hrs). After 40 hours if case not get approved then it ...
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17 views

Case Assignment Rule Email message: To Address

We have a email2case process for which we need to implement case assignment rule to change the case owner. We already have many conditions in case assignment rule conditions so I thought that should ...
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2answers
111 views

Critical Update Not Found in Different Sandbox

We faced a case assignment rule email sending issue in the past on our one sandbox and contacted with support. They fixed that using a critical update. Update Name: Stop Automated Field Updates from ...
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1answer
280 views

Insufficient privileges error when sending email from Case

While testing some changes in a user's Profile and Permission sets, I get Insufficient privileges error for this operation when user clicks Send Email from a Case Detail page or Case feed composes ...
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31 views

Case Approval History Report group by Accounts

I was trying to get a report created for Case Approval History. Followed Create a Custom Report Type for Approval History But it doesn't have lookup to objects that we need for reporting. I need to ...

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