Questions tagged [case]
Case is a standard Salesforce object: a customer issue such as a customer’s feedback, problem, or question.
927
questions
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9 views
Case Escalation Monitoring Queue not monitoring
I have a workflow rule which will assign the case to another user if the Case priority is High. There is a Case Escalation rule with the same criteria(priority=High) which will escalate the case to ...
3
votes
0answers
16 views
Case Merge History
In Spring 20, you can merge Cases
In our sandbox, I've tried merging 2 cases. I noticed it creates a case commeent
Case xxxx has been merged with Case yyyy
This is fine, but in the case history I'...
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2answers
113 views
Case Object with 2 Self Lookups to Cases - Considerations
We have functionality around Moves(Shipping request from one location to another) , claims and service requests for one of our clients.
we are planning to put all 3 of them in Salesforce Case object ...
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0answers
12 views
Case ownership change error
I am facing an issue with changing the ownership of the case. When user (Rahul) creating a case and after creation changing the ownership to 'Queue' named 'Bank Team'. Once I login through the users ...
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1answer
14 views
Approval Process status on Case Layout
I have an Approval Process for custom object linked to Case object.
Do guys know if it's possible to show the approval status of this object anywhere on the Case ?
Thanks a lot,
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14 views
Custom Case Create Component for Community
Hi i am trying to get this event working from the referred article as below
Case Deflection Component
, It seems that the standard OOTB Case Deflection component is not receiving this application ...
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votes
2answers
133 views
Case creation in Lightning - Send notification email to contact option not sending email when Process updates record
Asking here to see if anyone knows about this interaction, and hoping to avoid initiating another month or more of frustration trying to work through Salesforce's Customer Support.
The situation is ...
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0answers
11 views
Case Milestone - Upload via DataLoad / Bulk Create
I have created Case Milestones - First Response, but due to some criteria mismatch no records were created.
Now we have corrected the criteria and the First response is being executed/completed for ...
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0answers
24 views
Am I right in approach to create FeedItem for CallLog Task connected to Case entity
I'm working under Open CTI Softphone and create Call Log Task for every call. The Task is created from the Apex controller:
Task task = new Task();
task.TaskSubType = 'Call';
...
task.WhatId = ...
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0answers
36 views
Embedded Live-Agent Chat Settings Offline support Case field selection
I try to add new Case field by pressing plus sign. There are some set of Case fields selectable and to be used for Case form. I need Case description field and it is missing from selectable case ...
0
votes
1answer
21 views
Service Cloud Automation
I have been having real trouble managing Automation in my org. I am the sole admin, with 20 users, around 5-10 are dedicated users managing around 3000 cases per month. Almost all come from Email To ...
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2answers
36 views
Prevent to create a task when a case is closed
how's it going?
Basically what I need is to prevent a task being created when a case status is 'Closed'.I'm struggling with my code, I just can't get the right Id of the case where I'm creating a ...
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60 views
Case Reopen changes owner to System
When a user closes a case a workflow rule sets the owner to the user who closes the case.
We have a workflow rule that allows an email message to Reopen a case when a reply is received. This ...
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0answers
13 views
Tracking custom case comments in chatter
We are using a quick action to create case comments, as described in this article. After creating a case comment, a feed is automatically posted in the chatter, this feed cannot be edited and looks ...
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vote
0answers
24 views
the sChanging Case Owner to a Queue manually
I'm using a test user to change the case owner to a queue but when I search for a Queue this is shown. I already created queues and the user is a member of that queue.
Any help please?
Thank you.
...
0
votes
1answer
31 views
Missing buttons on Activity History Related List in Lightning
Buttons such as 'Log a Call' are missing from the Activity History related list when switch to Lightning. Is this a known issue to be fixed by Salesforce or an issue with configuration?
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votes
1answer
542 views
Spring 20 - Validation rules that use “$UserRole.DeveloperName” are triggering when they should not
After the Spring 20 release my validation rules that make use of the field "$UserRole.DeveloperName" are triggering when they should not.
I'm currently trying to create a case from a community (with ...
3
votes
3answers
851 views
Spring 20 An error occurred while trying to update the record
Over the weekend our sandbox was updated to the Spring 20 release.
We have a custom Aura component which is used to create cases. When attempting to submit a case after the release update we see the ...
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0answers
13 views
Report Type to Capture Email of Users who made a Case Comment
Is it possible create a report type of the comments made by a user capturing their email instead of their name?
In the default "Cases" report type, there are the Case Comment Created By and Case ...
1
vote
1answer
44 views
Send email on case creation by record type
We're using web-to-case to create cases. Different types of customers can create different types of cases, which we manage via Record Type on the Case object.
On case creation we would like the ...
0
votes
1answer
29 views
After Insert trigger behaviour if insertion execution fails
I have a custom object named 'shift_cancellation__c'. This custom object records are being populated by parsing an email. I have a class named 'shiftCancellationListener' that parses the emails and ...
0
votes
1answer
27 views
Community users able to change case record type
I have created 2 case record types. But, community users are able to change record type in community using this button
How can I restrict community users from changing record type? Is there a setting ...
1
vote
1answer
16 views
Is there any locking of cases or delay in CRUD operations after updating case assignment rules?
If I update case assignment rules are there any locking or differences such as query delays that I should consider?
The documentation does not specifically list update assignment rule considerations ...
0
votes
1answer
20 views
community users not able to edit case comment
Community users don't have edit button on case comment created by themselves in customer service community.
Community user profile has read,create,edit access on case. OWD for case is Private for ...
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0answers
17 views
Override standard New Button Behaviour on Case with lightning components
I have 2 Ligtning apps which are accessed by almost same set of users.
The ask is to only display Record Types that are relevant to the application the users have logged into. For ex - If a user is ...
0
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0answers
15 views
reminder set when creating an event on a case
When I go to a Case record and try to flag the reminder set checkbox when I create an Event it does not save this reminder set. On the detail page of the task it is saying reminder set as false.
Does ...
1
vote
1answer
24 views
How to prevent default contact assignment on Cases created by Community Users?
Problem:
I had a Contact Support Form on a community that allows users to create a case for a customer. This form contains customer contact information (email, name, phone, etc). Currently, if ...
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0answers
18 views
Case Assignment Rule Not firing
Another tedious question I fear!
My case assignment rule has the following rules:
High Priority Queue: (Case Origin = Facebook) OR (case origin = Twitter)
High Priority Queue: (Case Subject ...
1
vote
2answers
42 views
Pre-Define value for ToAddress When Sending email from Case - Email Action?
I am working on the on service cloud so it is very important for our agents to send email from case and they always use it to send emails.
For that I have created email action and added this to ...
-1
votes
1answer
24 views
How to delete uploaded files from community attachements
I am uploading pdf into the attachement from community. So after uploading the pdf. Pdf will create a case into the salesforce org. So i want that after creating the case in custom object called audit ...
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0answers
29 views
Exception by domain - Email and Case workflow
We have email-to-case. Every customer email into a case generates a case comment, which is then mailed back to the customer using workflow rules as confirmation of the update.
One customer doesn't ...
0
votes
1answer
11 views
How To stop feedItem for status field on Case?
I have enabled feed tracking for Case. But the status field is not set to tracking. But I am still able to see the feedItem on status changes.
Please, let me know if I am missing anything or it can ...
0
votes
0answers
21 views
Run Process Builder action Check based on nested conditions
During Email to Case process, I built a process builder which runs on the email message objects and checks for multiple conditions before executing actions
Here's a scenario:
(If it is ...
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votes
2answers
39 views
Case Assignment Rules and Case After Update trigger
I have a trigger (AfterUpdate) on the Case object. In here, I am comparing the Owner field in this way:
if((newCase.OwnerId != oldCaseMap.get(newCase.Id).OwnerId)
&& (tempMap....
0
votes
2answers
70 views
Where do Call Logs get stored in Salesforce?
Call Log records are created and associated to Cases by our CTI app, when I click on the Call Log, it takes me to the task record which I can re-associate with the "RelatedTo" field.
However when re-...
0
votes
1answer
23 views
Users with specific roles are not able to see work order list in case
We have a case layout which have related list of work orders:
Some users are able to see the list in the case object.
I tried with user having System Administrator profile:
When I logged in with a ...
0
votes
1answer
16 views
Add tab Social to Lightning case
I am trying to add the Social Tab to chatter in the case page see the Image.
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vote
0answers
15 views
Applying the Service Cloud Feature Licence to Salesforce Platform Users?
According to the Salesforce Platform Licence Details page:
https://help.salesforce.com/articleView?id=users_license_types_communities_lightning_platform_details.htm&type=5
Lightning Platform ...
1
vote
1answer
159 views
Omni Channel Supervisor not showing assigned queues for an agent
We have setup Omni-Channel routing for cases in our ORG. Everything was working fine since last week.
But today when we tested- if we add an agent to a queue
directly to the queue
OR
add to a ...
0
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0answers
27 views
Salesforce Lightning - Case - Quick Action to Default a Email Template not showing
I created a case quick Action button per the below article.I then added the button to the Page Layout. Added this to both Quick Actions in Salesforce Classic Publisher and Salesforce Mobile and ...
0
votes
1answer
49 views
Journey Builder - Decision Split possibility
At the beginning of my journey, if the contact has a phone number, I create a case (that will be sent to customer care). 2 days after, I'd like to check the status of that specific case and if it's in ...
1
vote
1answer
39 views
Case Status Changing from Email Message Workflow not working
I've tried creating a simple workflow to change the case status from "Resolved" to "Reopened" when a customer replied to the case. I've found a few guides online to do this but for some reason it ...
0
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0answers
9 views
If I have two milestones running in a same case, is possible to stop only one them?
I have a case which two milestones match the criterias and the same time when the analyst request opinion to other area.
one this milestones needs be stopped when the response arrive and another must ...
1
vote
2answers
129 views
Auto response email not triggered when case created from public site
Hi I am building custom web to case functionality,
Here case getting created from Lighting component which is hosted in a force.com site.
As soon as the case submitted from the site, case is ...
1
vote
0answers
19 views
Remove email Updates on Case Feed
I have an email action on case.
When a user sends an email, the details about the email are displayed in the Feed.
I would like to remove the details from the feed. Is it possible?
0
votes
1answer
37 views
Email to Case, Task has been created automatically
In my scenario, I don't want task to be created automatically when an email-to-case has been created. I checked the Routing address name and 'Create Task to Email' is disabled but still the task is ...
0
votes
0answers
35 views
What way would you choose to create Anonymous Cases
We have a need for some cases to be created where it is imperative that the creator of the case is anonymous.
I have 2 ideas:
Using the SFDC UI I could put a 'Before Insert' trigger that sets the '...
0
votes
0answers
23 views
Using MassEmailMessage is not saving EmailMessage records
I'm a developer, and I just did some work using MassEmailMessage on Case records (with the related Contact being the recipient). During testing I noticed that it's not saving any sort of EmailMessage ...
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0answers
32 views
A problem with the “Case Age in Business Hours” app
I have a confusing situation on my hands involving the "Case Age in Business Hours" application (this one:
https://appexchange.salesforce.com/appxListingDetail?listingId=a0N300000016ccNEAQ
)
It is ...
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vote
0answers
18 views
Reply button from Social Customer Service not appears in the Case
I have enabled Social Customer Service and installed starter pack and noticed that the buttons "reply" and "follow" does not appears. What can be the problem? In the image the example of trailhead.
