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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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Including CC in Web-To-Case Auto-Response Rules

I'm working on adding CC recipients using case auto-response rules. The case is generated through the API, and we are storing three extra email addresses to be included in the CC during the case ...
Andres Castellanos's user avatar
-1 votes
0 answers
41 views

Is it possible to attach a file as part of case auto response rule?

The requirement is to send a pdf file as an attachment as part of the case auto response rule. The email is being sent when a case is created from portal. To the email template what we are using as ...
Dilip Irabatti's user avatar
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0 answers
12 views

Route Work Action - Clear agents Omni backlog

We are currently using the Omniflow to Route work to Agents, In some usecase we route the work to the dedicated agents using a high priority routing Config even when they are not Logged in Omni/ ...
user4912134's user avatar
0 votes
1 answer
22 views

How do I trigger Case assignment rules on case edit operation? (Through UI)

I know basically case assignment rules trigger on insertion of case. but i have expectation of want to trigger the case assignment rules for the edit operation. can you please help me ?
DSK's user avatar
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1 vote
1 answer
56 views

No way to notify a user when they are added as a case team member?

I am blown away that this seemingly simple functionality is missing - There is no simple way in setup to send an email to a member after you add them to a case team. I was resigned to doing a more ...
Chris's user avatar
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2 votes
0 answers
51 views

SingleEmailMessage Sends Email, but EmailMessage not associated With the Case

I'm using the following code to create a list of Messaging.SingleEmailMessage: List<Messaging.SingleEmailMessage> emailNotifications = new List<Messaging.SingleEmailMessage>(); for (Id ...
Ron Van Aken's user avatar
2 votes
0 answers
38 views

"Too many SOQL queries" error and other strange things in Recommendation Strategy Flow

I have a Recommendation Strategy Flow, used in Einstein Next Best Actions for a Case. The start of it looks like this: Sometimes I get a batch of "Too many SOQL queries" errors from this ...
Sander de Jong's user avatar
1 vote
2 answers
67 views

can we create matching rules on case object in salesforce service cloud Enterprise Edition so that we can identify duplicate cases?

can we create matching rules on case object in salesforce service cloud Enterprise Edition so that we can identify duplicate cases ? I am unable to see Case object in object dropdown. what may be the ...
Walker's user avatar
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-1 votes
1 answer
70 views

How to stop survey email being sent out to customer went case is closed?

I am doing some Service cloud implementation. Would like to know how to disable the survey email sent out to customers when a case is closed. The Survey email looks like the one in the image below.
Teach Suppors's user avatar
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0 answers
43 views

What to look out for when creating Case record types for the first time in an old org

I've done an extensive web search and come up empty -- either there's nothing out there, or I can't find it in the sea of everything else related to creating Case record types.... In an org with lots ...
Moonpie's user avatar
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62 views

Sforce-Auto-Assign header not having any apparent effect on assignment

I can't get the Sforce-Auto-Assign header to kick in when I'm creating a new Case: resp = self.session.post(f'https://domain.my.salesforce.com/services/data/v60.0/sobjects/Case/', json=data, ...
user145214's user avatar
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0 answers
19 views

How to run a report to identify out of hours cases

I am trying to run a report detailing the cases which are received out of hours and have a chart associated. I found the below on a site IF( LEN( CREATED_DATE ) = 1, '0' + CREATED_DATE + ':...
Julia Matchett's user avatar
0 votes
1 answer
44 views

Status field in Highlights Panel not showing in certain profile

I hope someone can help me coz I'm stuck. So I have a page layout and lightning page which is being shared my multiple profiles. However, it seems like the status in Highlights Panel of my Lightning ...
Saber M's user avatar
0 votes
1 answer
48 views

How do I create a trigger where only the owner of a case can edit the OwnerId field

How do I make a trigger so that the OwnerId field, which is a Lookup(User) field of the Case object, can only be edited by the Owner of the record
Extra7's user avatar
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59 views

Join two different picklists on value

I want to join two picklists on Value (Country) to have a result like below because I noticed that for some Markets one of the picklist values is missing either IsoCode2 (Aruba) or IsoCode3 (Bonaire). ...
surfmuggle's user avatar
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1 answer
47 views

Block new posts and emails from closed tickets

I cant change fields. BUT, I can still post things in a closes Ticket and send Emails FROM a closed Ticket. How to stop this.
Shannu's user avatar
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28 views

Salesforce Approval Process - ProcessInstanceWorkitem use ActorId manager after Reassign

It's possible use the ActorId manager during the approval steps instead of the initial approver's manager (OriginalActorId) after reassign?
iTqa3007's user avatar
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1 answer
57 views

Error when creating a case

I'm using the following code to create a case in an Apex class: Case newCase = new Case(); newCase.RecordTypeId = idList[0].Id; newCase.Subject = staticValues.get(Type).get('Subject'); newCase.Type = ...
ledmatrix's user avatar
3 votes
0 answers
44 views

Why I can not retrieve Case.RecordTypeId as custom field in package.xml in VScode?

I am trying to understand where i can find/locate the help text added for Case.RecordtypeId field on case in my package(VScode). I am trying to retrieve it with record type and object, but I can not ...
Mrinal Sharma's user avatar
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0 answers
67 views

Reply, Reply All button on Email Message throwing error to community users

We have a community setup for our customers from where they create cases, and on the case detail page, we have a related list for emails. In the related list, when users navigate to the email message ...
Nature Lovers's user avatar
2 votes
1 answer
129 views

If parent case is closed, close all related child cases - using flow builder

Trying to do this with flow builder. Related cases are not being closed if I close a case. I need to also send a notification to the case manager when the child cases are closed. Please help.
Ft2711's user avatar
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0 votes
1 answer
73 views

What are some advantages/disadvantages on moving Case Assignment Rule logic to a Flow?

We have tremendous amount of logic in our Case flows and a ton of Case Assignment rules which work almost every time in tandem. But whenever a new requirement comes in (a very basic one), we spend a ...
apz's user avatar
  • 427
2 votes
1 answer
65 views

API Integration User - why is modify all necessary to create cases assigned to users (not queues)?

When using an integration user to create a Case via standard APIs, I was only successful when the OwnerId was left blank or set to a queueId. When I tried to set OwnerId to a userId I got the ...
Tracey Keitt's user avatar
0 votes
1 answer
51 views

Nested AND/OR Statement in a Validation Rule on the Case Object

I've tried following other resources, but decided to share this one to see if anyone could help me get the syntax correct: I need to display an Error message on the Case Record when someone tries to ...
Patrick Fuller's user avatar
-1 votes
1 answer
32 views

Saleforce and Pega Integration

How can I create a service case in Salesforce from Pegasystems external application without using connected app?
Patrick Rantsho's user avatar
0 votes
1 answer
54 views

How to update first response date field(custom object) on case object

Hi am new to salesforce and I have a task I have to capture the first email date sent from case - meaning the date from chatter feed and populate it to a field. Should I use a flow or trigger for this ...
Impana 's user avatar
0 votes
1 answer
211 views

Formula Field Case Statement that is dependent on a picklist value

I am trying to edit a formula field and make the Case Statement dependent on the value of a picklist, namely an account TYPE. I know an IF statement takes 3 arguments, but the following is the gist of ...
Bill Beatty's user avatar
-2 votes
2 answers
42 views

Before Update Case

Retrieve existing case, do not create a new case. trigger ValidateCase on Case (before insert) { if(Trigger.isBefore && Trigger.isInsert){ for(Case newCase : Trigger.new) { ...
Desaarollador x's user avatar
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0 answers
31 views

Convert case creation page to lightning

I have enabled the lightning experience for some profiles and upgrade the existing classic app to lightning. Now when I try to create a new support case, after selecting the record type the details ...
Anshika's user avatar
  • 11
1 vote
0 answers
49 views

LastViewedDate field not available for Formula on Case

I'm experimenting with using the LastViewedDate field to create a sort of "inbox" user experience for list views, where records can be flagged for Users who have yet to open and view them. ...
JustinF's user avatar
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0 votes
1 answer
44 views

Best design for emailing groups of Users that are collaborating on a Case

We're using Cases, but long-story-short, we're not really using Service Cloud licenses. We have a heavily restricted form of Service Cloud licenses. We need to be able to have teams of people across ...
JustinF's user avatar
  • 485
0 votes
1 answer
769 views

Salesforce - Hide/ show list view button based on profile

I have a custom 'Create Case' button added in the list view buttons for my custom Case object. For admin profiles I want to show the standard 'New' button and the custom 'Create Case' button to create ...
Sfdc Developer's user avatar
0 votes
1 answer
73 views

How to Route Replies to Salesforce Email Alerts Back into Salesforce Instead of Outlook Inbox?

I am facing a challenge with email alerts in Service Cloud and would appreciate any guidance or suggestions. Context: A flow sends an email alert to the customer. The customer receives the email from ...
h3110's user avatar
  • 77
0 votes
1 answer
46 views

Record types, with their corresponding reason and subreasons

I am new to Salesforce Service, I would like to generate a report or a SOQL query to retrieve all record types, with their corresponding reason and subreasons. All the queues with notification steps ...
Ângelo Rigo's user avatar
0 votes
1 answer
71 views

Query using CASE WHEN erroring

I am working on a query to reduce duplicates in our dataset, and I keep running into an error: "An error occurred while checking the query syntax. Errors: Incorrect syntax near '077'." The ...
user55359's user avatar
0 votes
1 answer
634 views

How to prevent that two users end up working on/editing the same record at the same time?

I have a situation in which sometimes two agents end up working on the classification of the same case, at the same time; and I need to stop that from happening. Is there any way to detect if a record ...
Mariana M's user avatar
0 votes
2 answers
698 views

Case thread ID - New format

I have different processes in case of emails, to unsure mails will always go to the right case even if they are sent for different mail, I added a formula field in case which resolves threadId. It is ...
Raphael D's user avatar
  • 616
-2 votes
1 answer
294 views

update date time field for last case comment on case

In a record triggered flow, how do I update a date time field on the case called Date/time Last Comment when a new case comment is made?
Dov's user avatar
  • 1
1 vote
1 answer
230 views

Was Case access removed from the Salesforce Integration License?

We have an integration the uses an Apex Webservice to allow a backend system to access support information, including chats and cases. When we built it in a sandbox several months ago, we decided to ...
Jason Clark's user avatar
  • 11.9k
1 vote
1 answer
41 views

Referencing Case Status attributes in validation rule

Is there a way to determine within a validation rule whether a Case Status has changed from an Open picklist value to a Closed picklist without referencing every single picklist value? I want to ...
dannymorty's user avatar
0 votes
0 answers
45 views

How to write a formula to to say if record types XYZ is new/created with the origin of email or web or phone then send email alert?

Im trying to create a flow that sends an auto response when a new case is created. As my start criteria I decided to use a formula. I an getting errors with my syntax. im trying to say if record types ...
Pam's user avatar
  • 1
0 votes
1 answer
44 views

ISO Case Validation Rule where Status = X, (A cannot be blank), and (either B or C cannot be blank)

I've tried several iterations of formulas, but can't get the last section to work. It is intended that the Validation would fire when trying to change to the specific status, if the criteria were met. ...
Christin Head's user avatar
-1 votes
1 answer
39 views

Approach to know the record belongs to specific record types (Apex,Flows,Validation rules)

We have around 50 record types on case. Soon we are going to merge our code with another instance where 20 more record types are present. What will be the best approach to run my apex code, validation ...
Sukruti's user avatar
  • 462
-1 votes
1 answer
127 views

Extract a Contact's Mailing Country or User's Mailing Country on Case object

I am currently trying to extract either a Contact's mailing country or the User's mailing country onto the Case object. FYI : All our users are stored as contacts too. I used a formula field with ...
AlizehS's user avatar
  • 17
-2 votes
1 answer
854 views

How to solve " We can't display this information, ask your admin for help"

I have a request where the user is unable to send an email from SF to the client. After additional research, I discovered that there are no contact details for the case. Instead, it displays the error ...
user134789's user avatar
-1 votes
1 answer
180 views

Update Case Contact via API call, not working

How do I set the Case Contact fields via the API? When I create a case in salesforce via the API. I have no issues creating it, except that the Contact Name/Email/Phone isn't being populated. I used ...
Larry Bislew's user avatar
0 votes
2 answers
380 views

How to get attachments and inline attachments for CaseComment via Rest API?

I have a Salesforce instance using the old CaseComments instead of a Chatter feed. How do I get attachments and inline attachments to a CaseComment via Rest API? I can get the CaseComments to a Case ...
Erik's user avatar
  • 1
0 votes
1 answer
610 views

Field 'Subject' on Case Kanban View not showing

When creating a list view for Cases the field 'Subject' is not shown when setting the list view as 'Display as Kanban' but it ís showing when setting it as 'Display as Table'. This despite setting '...
Corné van Klink's user avatar
0 votes
1 answer
316 views

Invoke standard Case Merge action via LWC

Would it be possible to invoke the standard Salesforce Case Merge action from LWC? Having a new component like say action-form similar to existing record-form component would work well. for example: &...
Peter Gascoyne's user avatar
0 votes
1 answer
170 views

Rearrange the position of Follow button on Lightning Page layout

Quick question, can we move/rearrange position of standard Follow Button? I do know about Hide/Unhide, here i just want to move its position from start to middle or bottom. if its not possible, can i ...
SF Dev's user avatar
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