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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'Add Files' button not showing in Files Related List in Case object

'Add Files' button not showing in Files Related List in Case object. This is happening for a single odd users. other users having same profile is having that button. What can be the issue?
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Cases that a contact is working on is not showing up when the contact is added through case team

User is able to add second contact in Team Case section in Case However, under the contact detail page, there is no Case in the Cases section I was wondering how to link the Team Case section with the ...
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7 views

Calling flow from button using Visualforce creates a subpage for Case

I'm creating a custom one-click Close Case button to display in the Case Detail. I've followed a tutorial that uses Visualforce to call a flow when a button is clicked. Currently the button performs ...
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1answer
50 views

DmlOptions.AssignmentRuleHeader not working

what I need to do is trigger assignment rule for Cases created from Action on Opportunity Layout. Since it is custom action there is no "Assign with active case assignment rule button available&...
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1answer
36 views

Calculation not working

I've got a trigger I'm working on and it's not calculating right. I am trying to count the number of Open System cases (indicated in the Send to: field). The calculation is not working. It doesn't ...
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20 views

Automation around CaseTeamMember [duplicate]

Team, I am trying to solve a problem which involves taking some actions the moment a new Case Team Member is added to the case with role as "Manager" or updating an existing team member's ...
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1answer
23 views

How to test a batch that executes based on CaseHistory records? [duplicate]

I have written a batch class that updates a field on Case object with the owner name which is assigned by Case assignment rule. When I try to test this batch class, a part of the code which runs after ...
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Updating the Case MasterRecordId field in Apex tests

I have currently got a bit of code running in my beforeUpdate trigger that updates 4 fields of a case once the MasterRecordId field is changed. This is because that field is used to distinguish ...
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1answer
29 views

Making changes to Case Effective Date

I am attempting to use workbench to update the Effective Date of several cases and it's giving me the error "'7/8/2020' is not a valid value for the type xsd:date." Updating Object Type: ...
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How can the Case History fields present in Case Lifecycle report type be retrieved with SOQLs?

In the standard report type Case Lifecycle the following fields of Case History object can be retrieved even if not present in the object itself: Case History Owner Case History Status Case History ...
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18 views

Integration with Zendesk

Is it possible to create tickets on Zendesk from Salesforce? I know we can create a ticket on Zendesk and it will be created on SF
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Case Owner should display the queue but instead it's '-' and gives insufficient privileges error

Case owner not displaying in case view but Owner Name is fine in List View. Customer Service user is able to create the case for Street Scene successfully and view it once complete but not the Case ...
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1answer
41 views

Can't access MasterRecordId field when merging Cases

SUMMARY: I am currently implementing Merge Cases functionality and need to be able to edit fields on the losing and winning record during this process. Looking at the documentation depending on ...
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13 views

Filter chatter visibility on case records in customer community

Support staff have been using chatter to communicate internally on case records. We want to launch a customer community that will allow customer community users to create cases and view existing cases ...
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25 views

Route omni channel based on case origin

I am trying to configure Omnichannel in my Salesforce org. I need route cases based on origin field (Email, Web, Phone) to agents based on their presence status (Available-Email, Available-Web, ...
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1answer
23 views

correct syntax for case function in formula field?

i'm new to the CASE function and so i just want to make sure my syntax is correct. i am trying to accomplish: If source_system__c ="Adobe" AND If Bounce_Type_Code__c="0" then &...
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1answer
20 views

Not found Error when calling Salesforce Rest API for creating/fetching a Case number from Service Console

I am tying to use Salesforce Service console to fetch Cases/ Tickets via Rest API in my Node JS application. I created a an Authorization API which will provide me with the Session Id. Below is the ...
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2answers
58 views

How to create a Case Feed Item when creating a Task

The documentation seems to say that when you create a Task or Event related to a Case then it will automatically create a FeedItem ActivityEvent—indirectly generated event when a user or the API ...
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12 views

Can we make case milestone record completion date uneditable for some users?

I was trying to hide the case milestone completion date for some profiles. I tried using page layout read-only option and we can't set field-level security for case milestone. Also, we can't write a ...
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1answer
18 views

How to populate FROM field with different Email ID on Case Email option

How to populate the FROM field on Email option with different email IDs based on the Case record type. For example, I would like to show Accounts@email.com for Accounts Case record type, finance@...
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1answer
39 views

Apex trigger to create contact from email-to-case if the email is not yet in our system

I am trying to create an Apex trigger that will create a contact using the SuppliedEmail field of a case to avoid situations where we have a case that is not tied to an account (we will need all cases ...
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1answer
22 views

Functional difference between Business Processes and normal picklists?

What are the benefits of using a business process for leads, cases, opportunities and solutions rather than defining a normal picklist to hold the record's status? Is it just so you can assign the ...
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8 views

Edit Entitlement on Case

I am trying to edit Entitlement assignment on a Case, but I couldn't get write access for that field on a profile level, and through permission set. Is there any way to edit entitlement field on a ...
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1answer
22 views

Setting Contact from Map.get() Returning Null - Debug Shows Contact

I have a Map that stores cases and existing contacts. I am populating the map and confirming so with debug logs. All of the debug logs show there is a returned Contact record when I use the .get ...
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21 views

Return ContactPhone from Case Object as an output value

I have the following code to output ContactPhone from Case Object, I want to return that value as an output value in Einstein Bot to display a message with this returned ContactPhone value. The ...
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1answer
13 views

Case updates with Account in email to case

I need to assign the case (created through email-to-case) to the account owner if certain condition satisfies. In the before insert of the trigger event, I assign the newly created cases' owner id , ...
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1answer
13 views

Prevent assignment rule from running again when queue member works on it

I have implemented an assignment rule. It is important for this assignment rule to run when a case is created. For this, I have enabled the assignment rule checkbox from page layout properties. Now, ...
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1answer
94 views

How to see the cases associated with a knowledge article from knowledge article record in Lightning?

We use knowledge lightning and we can attach articles to the case object using Knowledge Component on Flexi Page. So we can see related list with articles on Case record. Is there any way how we can ...
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20 views

AutoClose cases with Manatory fields

This is the scenario. We use Salesforce primarily for managing inbound customer cases and have a workflow that will automatically close a case if: The customer has been emailed The status has been ...
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5 views

Salesforce to Salesforce How to send Email History and attachments and Libraries from Source org to destination org

I have enabled salesforce to salesforce, and able to send the record from one org to other org, but the attachments and email messages related to record are not getting shared which are stored in ...
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2answers
46 views

Update Case Record based on Webservice Callout

We have an email2case implementation, where a 3rd party system takes care of the routing, one of the inputs this needs is to determine the language of the email that has been received to ensure that ...
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9 views

Is it possible to copy feed item and case files from case object to its related Knowledge ARTICLE?

We have a development request from our client to set up KB in existing salesforce system there are many parts in this development . Part 1: Create knowledge article from case when a case status is ...
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2answers
38 views

How to link a new Contact/Case to an existing Account?

I'm using the Android SDK, Chat functionalities, currently I'm able to create a new Contact, Case and link those two. How can I link the created Contact/Case to an existing account? The following ...
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16 views

Thread Id Composition

I have been doing a lot of searching around Thread Id for Email to Case. I see the formula's everyone uses and I see a few apex examples to build the Thread Id. Does anyone know where the ...
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16 views

Complete case milestone when a violation occurs and start second milestone

I have an entitlement process with 4 milestones. When case is created, starts 2 milestones: One (called Total) should be completed until de case is closed. Second should be completed automaticaly when ...
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1answer
106 views

Email from Case - Unable to find default record type

One of our users is receiving the following error message when attempting to send an email from a case he is the owner of. Our other users are not encountering this issue. After reviewing his profile ...
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1answer
30 views

apex trigger not updating some of the time (CASE object, update on FeedItem update)

I have a script where if someone puts a chatter on an existing SF POST object it updates a timestamp. For some reason this doesn't work about 10% of the time, and it's only for ONE of my employees. ...
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72 views

The value in the Map becomes null [duplicate]

I want to ask the question that why the value in the map becomes null. List<Order> insertOrderlist = new List<Order>(); Map<Order,Decimal> OrderPaymentMap = new Map<Order,Decimal&...
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11 views

User unable to see scroll bar in custom case action (VF page with flow)

I am trying to add a custom Salesforce publisher action into my case classic console view which will invoke a flow interview to collect details and provide an output form. However, I found that there ...
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1answer
35 views

I want to update row value for a Case SObject using Lightning Component

Component <aura:component controller="CaseEdit"> <aura:attribute name ="data" type="Object"/> <aura:attribute name ="columns" type="Object"/> <aura:attribute name= "...
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1answer
26 views

Email-to-Case Email on Case Record [duplicate]

Is there a field on the Case object that specify the Email-to-Case email address that created the case?
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1answer
18 views

Duplicate case is created after making changes in closed won stage [closed]

I have created a process to create a case automatically after closed won, but I don't want to make another case if I go back in different stage in opportunity and select closed won again.
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1answer
31 views

salesforce trigger on add values to picklist case object field

I want to build trigger when added/change values to a pick-list field in Case Object. i tried a lot of examples (Apex-Trigger, MetaDataAPI) any of them not work for me, the trigger not raise. what I ...
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22 views

Best Practice to define a list of consequent activities to close a Case

as title said, I'm looking for a best practice or a standard SF solution to manage a Case creating a list of to-do activity in order to close the Case. For example an operator need to make some ...
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1answer
115 views

Create Custom URL Button for Case Creation - Field Pre-Population

I am trying to create a custom URL button that will be placed on both a Person Account and a Business Account page layout. I want the button to launch a case creation form with record type = "Member ...
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1answer
32 views

Duplicate Cases while responding through outlook

I Have configured email-to-case. there is one support distribution group. there are three members(A,B,C) in the group and Email-to-Case address. when a customer sends an email to this distribution ...
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12 views

Show duplicate accounts on case page

Is there a way to show duplicate accounts on Case page? Based on the value in 2 fields (1 custom field Brand, and the account Email field) So if a case is open on one account, and in the system there ...
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39 views

Omnichannel not showing cases in console

I have a visual flow that has a form. The flow is placed on a community template. Upon submission of a form inside flow, a case gets created in salesforce. Now in Salesforce we have case assignment ...
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9 views

related case should be opened in the primary tab instead of sub tab

I am using lightning. I have some cases of customers and some of those are related to parent cases and when I open any case if that case is having any related case and if I click on that related case ...
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25 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 ...

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