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

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1answer
20 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 ...
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0answers
12 views

How to add templateId in EmailMessage object and insert as email feed

I'm sending email from apex class for a case and using template if(true){ Messaging.SingleEmailMessage mail = new Messaging.SingleEmailMessage(); mail.setTemplateId(templateId); ...
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1answer
18 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 ...
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1answer
16 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, ...
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1answer
20 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: ...
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0answers
8 views

I need to create a case in service cloud using social studio (based on subscriber negative sentiment post).

I surfed and received mixed response to create a case in service using Social Studio. Can anyone please explain the workflow of how to setup the case in social studio?
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0answers
27 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 ...
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0answers
7 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 ...
2
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1answer
37 views

Time based fields on CaseMilestone not showing any value

We have Entitlements and Milestones configured in our org and as standard functionality, Salesforce provides elapsed and stopped time in minutes, hours, and days format when a Case is on-hold (...
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1answer
39 views

Source of “Update Case” Quick Action in Lightning Experience

I am struggling to understand what a particular Action (or is it an Action?) is. It appears next to the Post, Poll, Ask a Question for Case object in the Lightning Experience and its label is Update ...
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2answers
33 views

Guest users cannot create cases in our community

We would like guest (non-logged in) users to be able to create cases, but despite following the steps in this article, they're still unable to do so. I've done the following: enabled web-to-case ...
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0answers
13 views

How can I select Contact's details from Account Relationship on a Case?

The Case object has standard fields for Contact Phone/Email/Mobile which cannot be edited (I presume they're formula fields from the Contact object). The problem I have is our Contacts often have ...
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1answer
26 views

Creating Cases Object Automatically Based on Current Date [closed]

I am attempting to set up logic that will run and create a Salesforce case if the current date equals either June 1st or October 1st. I've been looking at process builder as one solution, but am ...
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2answers
19 views

In salesforce, how can i remove asset field from case object?

I want to make my case object completely custom. I want to remove unnecessary fields from case object like asset. How can i remove this?
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1answer
41 views

Increase the character length of Comments in Case Comment

Is there a way to increase the character length of Case Comments according to the latest release ? I know this was not possible few years back. Is it still the case? thanks
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2answers
99 views

How to perform field update before a Validation Rule? (without code)

I have a requirement in which I have to check a Cases Owner before I can insert a task. It should only allow task creation on Cases with Owners which are not queues. At first, we tried accessing the ...
0
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1answer
19 views

Assigning Case Owner on opening a Case

We have Email-to-case implemented which is assigning new cases to a Queue. Now whenever a user opens a new case, it should be assigned automatically to that user. For this I have written a VF page ...
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1answer
7 views

Filter results in a Lookup Filter Field's search results

Custom Contact Field "Active" = Data type Checkbox. "Active" is filterable in Contact Search Layouts. If "Active" which is only a checkbox, & is a filter option in the Case>Contact Name>Lookup, ...
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1answer
21 views

Is there a way to make “Inactive” contacts unselectable in a Search?

Per a different question, we've clarified that there is no way to to make "InActive" contacts, stop appearing in a search. I lieu of that, this question is different but on the same topic. Is there ...
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3answers
56 views

Remove Inactive Contacts from appearing in Search?

Is there a way to remove "Inactive" contacts from appearing in a Search? This is in regards to Case>New>Contact Name>Look up:
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1answer
10 views

API User + Modify All Data Permissions user cannot insert Case via API with SuppliedEmail

I made a Integration user for our python backend, which utilizes a profile with API Only, and Modify All Data checked. However, upon doing this, previous code that worked before is not working with ...
0
votes
1answer
13 views

Create a Case with SOAP in PHP - Failing to map across Contact ID

I have created a connection via SOAP with PHP and I am trying to create a new Case when the user submits the form. I have the SFDC Contact ID of the user and I am trying to insert the Contact Id into ...
0
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1answer
88 views

How to display textarea with button on clicking Javascript

I have a custom button on case. On clicking that, it should display a text area with a button in it. I'm able to display it, but at the bottom of the detail page. I want that to be displayed in the ...
0
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1answer
38 views

Email to case functionality based on incoming customer's template email? [closed]

I'm very new to Salesforce. Our requirement is to create cases directly from email (Email to case). Each of our customer has their own service request template/form. These email templates/forms will ...
2
votes
1answer
26 views

Restrict Auto case-number field to specific record type

I've a custom auto case-number field for one of my case record type (Quality Report). Every time a new case is created, the auto case number is generated (ex: QR-1287). However, the auto number field ...
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2answers
44 views

Cases created from web is flawed [closed]

We are an Airline Org. When a passenger comes on web to create a case, he has to provide certain details which are not mandatory on the web. So if a passenger A comes to web and decides to provide ...
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0answers
11 views

How to restrict the final approver from approving cases?

I've a multi-level approval process for customer cases. How do I make sure that, the final approver approves the cases only when he fills the details in some fields. If he's approving without updating ...
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0answers
31 views

Case list view not working as expected in community

I have created a list view on the case which is being used in a community. When a community user creates a record, it is not displayed in the list view. The image below shows the filter criteria,
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0answers
30 views

Formula field is not working

I have a Formula Field Status_Image_Url__c in Case Object . I am confused why everytime I update the status of my Case from "Investigating" to "Submitted to Engineering" the image is not ...
0
votes
1answer
48 views

Change case owner using workflow rules doesn't trigger the email notification

We have a lightning community with a "Create a case form". Using a workflow rule we assign the case to a queue (by default it is assigned to the community user) and we expect that the users of that ...
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1answer
18 views

Accounts with open cases

We are working with a contact with an open case. We do not want business development calling this contact whilst there is a case open and attached to an account. How do we restrict access to accounts ...
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0answers
12 views

Lock record from approve/reject for current approver if the case is cancelled

Our case functionality involves multi level approval process and has the following status values: Initiated Level 1 Level 2 Level 3 Closed Cancelled There's a checkbox field, when unchecked ...
1
vote
1answer
34 views

Mail Delivery system sending multiple mails with error " Undeliverable : Case is Rejected

I have configured Email-to-Case in my org.We have also set up case auto-response rule. Whenver an email is sent, using email-to-case, a case is created and an auto response will be sent.This is ...
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1answer
28 views

How to remove standard “New Case” button for specific record type?

I've a case record type "Quality Report Cases". We have around 12 different case record types. I've a custom link "New Quality Report" set up which takes the user to VF page used for creating Quality ...
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0answers
24 views

User Can Open Case of Record Type and Open Report of Case Record Type - No cases in Report

I have a profile that is assigned to see cases of a particular record type and they can view those cases. We have a report that displays cases with the filter criteria being cases of that record ...
0
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1answer
29 views

Reducing Size of Case Statement

CASE( RegisteringCountry ,"Argentina", "India", "Australia", "India", "Bangladesh", "Singapore", "Belgium", "India", "Bhutan", "Singapore", "Brunei Darussalam","Singapore", "Brazil", "India", "...
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0answers
17 views

Retrieving all calls, posts, comments etc for a Case

We have the following scenario in an application built with React and implementing the REST Api via an integration user. We currently: Retrieve a list of cases based on a custom Master ID field ...
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1answer
51 views

How to create logic to lookup for custom case number on case object? [closed]

I have a Visualforce page which is used to create customer service related cases on the case object. We have a custom case number value for each case created (QR-1001, QR-1002 .....). For certain ...
0
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1answer
26 views

Pass Subject and Description in new Case

I have an after insert trigger that is updating cases and I want to be able to pass Subject and Description on with casesToUpdate. Below is the code. I do not want to change the Subject or Description ...
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2answers
52 views

Apex Trigger Update Case With Account Id Bulk

I have created an apex trigger that will update the accountId on the case. I don't think this will work for bulk inserts and was wondering if someone could glance at this and suggest an edit or to. ...
1
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1answer
52 views

APEX Trigger Update Case.AccountId with Account.Id

I have a trigger that will look at the subject, parse out the customer number which I can match and get the Account.Id value. Once I have the value I want to update the Case.AccountId field with the ...
0
votes
1answer
20 views

Case Age field that updates when viewed not modified

We use an app to age our cases and I was wondering if I could build this out myself. I have created a Case Age field in my Dev Org which calculates the age of a case but it only updates the case ...
1
vote
2answers
183 views

How to process more than 25 batches of 2000 records?

I am trying to chunk the results of a query of mine, but I am noticing the batches stop after 50,000 records (25 batches of 2000 records). I read iterable has a limit of 50,000 but I thought that was ...
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2answers
64 views

Populating field value of Case using Apex Class?

I'm trying to populate a lookup field through apex, though am currently testing by populating a simple text field after a form is submitted, activated through the process builder. Below is my code, ...
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0answers
19 views

Apex Case Assignment Rule: “Insufficient Rights on Cross-Reference Id” on case created by Community User

I'm trying to implement custom Apex Case Assignment Rules. The logic works fine, but when I test as a Customer in our Support Community, I get the standard error: insufficient access rights on ...
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0answers
22 views

Quick Action Creation to View Case in External Window

I need to create a Quick Actions in the Salesforce Classic Publisher that has an action type: custom visualforce, on the case object. Link out to an external web page that customer can also access. ...
3
votes
1answer
64 views

Cases related list on Product not showing up in Lightning

I have Cases that are logged against Assets, and I see them under Products record page layout as well in Classic (see image below). It is standard system behavior, that the products record show cases ...
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votes
1answer
30 views

How to find `Selected Quick Actions` in Search layout List View

EDIT: Adding a listview screen shot: As you can see I do not have a listview named List View If I go to quickActions endpoint I can find my quick actions (in my case `New Child Case') But my ...
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2answers
23 views

Process Builder firing when it shouldn't

This PB seems to be firing despite not meeting (the intended) criteria and can't figure out what I'm missing. Image - Criteria says when Status = NEW and OwnerID =! a specific user, yet an email is ...
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2answers
23 views

Case assignment logic

Where can I possibly find logic which is changing the case owner to the present user to a queue? will it be in trigger or some assignment rules? I have checked with assignment rules it doesn't have ...