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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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24 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 ...
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0answers
12 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 ...
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1answer
15 views

Change of Case Owner [closed]

When someone is on extended leave (maternity) any cases assigned to them I want redirected back to a group during this absentee period
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1answer
14 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
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0answers
17 views

auto populate contact's field value on case's fields before saving the record [closed]

I have contact name field on case, requirement is fields related to contact (i.e.first Name, last name, email, phone etc.) on case should autopopulate before saving the record. case will be created ...
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2answers
36 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 ...
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1answer
22 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 ...
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0answers
18 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
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1answer
79 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/...
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0answers
23 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,...
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1answer
16 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.
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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 ...
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0answers
21 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
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1answer
41 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
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0answers
49 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 ...
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2answers
26 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 ...
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0answers
56 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
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1answer
39 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 ...
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1answer
15 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 ...
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1answer
13 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
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1answer
59 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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1answer
23 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
23 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
33 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
12 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
46 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
87 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
69 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
16 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
28 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
22 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
55 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
149 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 ...
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1answer
21 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 ...
1
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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
25 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
110 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
12 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 ...
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1answer
21 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 ...
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1answer
98 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 ...
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1answer
56 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
43 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
45 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
34 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
89 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 ...