Questions tagged [case]
Case is a standard Salesforce object: a customer issue such as a customer’s feedback, problem, or question.
1,003
questions
1
vote
0answers
14 views
Entitlements and recurring milestone's start time and target time
I am new to entitlements and we are trying to leverage this for our service cloud. My business requirements are as follows:
Requirements:
Everytime a case status is set to "Response Received"...
1
vote
1answer
16 views
Service Management - Email Quick Action - Auto response
we are implementing the case management. We have set-up the channels (Email, Web). For each channel we have setup-up an auto-reply rule.
Use Case
The user opens a case via email, and an auto-reply ...
0
votes
0answers
19 views
How can I Email-to-Case Routing if my email system organization doesnt allow externar forward rules?
I did the configuration of Email-to-Case but my Microsoft office 365 Admin dont allow me to create automatic rules on the email to redirect/forward emails with Thread id to My salesforce routing ...
0
votes
0answers
10 views
Social Studio: Enable case re-open not working
The enable re-open case functionality is no longer working & we need to apply the macro directly on the posts/dm to create a case or social post in Salesforce.
This functionality has been working ...
0
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0answers
18 views
Best approach for uploading to Files to Case and CaseFeed via a Salesforce API
Hi I have the exactly same question that I found here. I just want to upload the Files to Case and link it to CaseFeed(if required). I know the post is quite old but did you find the best solution? ...
0
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0answers
15 views
Not able to see the createdby field references under the case comment object in Process Builder
I am not able to see the created by references like Name, Username , profile id under the for Case Comment object in process builder .Please help.
1
vote
1answer
51 views
How to get access to attachments in Case Feed Item using Rest API
I'm doing sync with Salesforce. In my case I should sync both Case and CaseFeed items. When my CaseFeed items changed I get the notification from Salesforce and create/update the CaseFeed item in ...
0
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0answers
13 views
How to create the Case with Attachments in single Rest API call [duplicate]
I need to create a Case with Attachment(s) in Salesforce using Rest API. The Case Team should be assigned on created Case. Also the Case Feed Item should be created with some text where the uploaded ...
0
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0answers
10 views
Hiding sections of email component
There is a requirement where the agents will be using service console to manage the case records. To support the requirement, I have added the Chatter Publisher component in the Lightning page. I have ...
1
vote
1answer
50 views
Integration for Cases and CaseFeed with external System [closed]
I have Salesforce system with clients data and Cases(client issues). I would like to extend some functionality of Salesforce and integrate the Cases with our external System. Since we need the Case ...
0
votes
1answer
40 views
How to read full case comment in Salesforce Lightning?
On the Salesforce Lightning Case page, I can see the last 3 comments in the right shelf with the full comment body but when trying to read older comments, I click into the "Case Comments" ...
0
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0answers
44 views
Modeling Health Cloud Case to Accounts
We have Health Cloud, and are using Care Plans (cases) to track applications. Each case is linked to a Patient (Person Account). We also have client Hospitals (Accounts with Business record type) in ...
0
votes
1answer
17 views
Code Coverage for Case Comment Trigger
I have a trigger where when a case field called Macro is updated, it creates a case comment accordingly.
I'm trying to get code coverage, I only get 21%, and I can't seem to get the following lines ...
1
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0answers
29 views
FeedItem Trigger is not executing
I have a trigger in FeedItem which needs to fire when an article is attached to the case. Here is the trigger:
trigger FeedItemTrg on FeedItem (after insert, after update) {
for (FeedItem fi : ...
0
votes
1answer
24 views
Prevent Attachment deletion on Case deletion
I have a requirement where Cases closed over x amount of days should be removed from Salesforce. However, when deleting the Case, the subsequent e-mail messages and attachments linked to both e-mail ...
0
votes
1answer
14 views
Case auto-response email with empty subject
What I want to do is when I send an auto-response of a new case I want the subject of the case to be put in the subject of the email (dynamic subject). I Created a visualforce email template like the ...
0
votes
0answers
34 views
Contact is not getting created from Pre-Chat form
I am having a problem with my pre-chat questions not creating a Contact if no match is found for the Contact. The Chat starts fine and the Case is created, but the Contact is not created and the Case ...
0
votes
0answers
15 views
LastModifiedBy User Name not populating inside Trigger [duplicate]
I am having this code inside my after insert trigger code block.
if(Trigger.isInsert && Trigger.isAfter) {
List <History__c> historyRecords = new List<History__c>();
...
1
vote
1answer
23 views
How do I export setup info from one salesforce system and import it into another?
I have created some custom case page layouts that I want to export as a file on my PC.
I want to do this to:
manage the case type definition with source control
deploy on another salesforce server by ...
1
vote
0answers
34 views
Test Class not working (Case/Event)
I need Test Class to test the standard functionality :
When you change a record’s owner, some items that are related to the record are also transferred to the new owner.
In my case
Case owner changed ...
0
votes
1answer
47 views
Create case with template via REST API
I would like to create a case that asks for data to be filled in via something like an HTML form.
My research so far indicates that a Template is the weapon of choice for the "form".
I want ...
0
votes
1answer
52 views
How to Update a Case Object using LWC
I am pretty new to LWC and I am trying to create a button that allows the user to edit/update a selected case from a list view. I have looked around the web and a common solution is to use SObjects in ...
0
votes
1answer
14 views
Stop Client from seing all internal Case Status values changes on the Client Portal
Our clients have the possibility to create a Case from the client Portal. All cases creating by a client have the default status
New
When dealing with the case, the case status may change to other ...
1
vote
1answer
28 views
Prevent stage changes if fields on the stage are blank
I want to prevent users from changing stages for cases if they don't fill out all the fields found on that stage. For example, on my first stage called 'Member transition started' i have a lookup ...
0
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0answers
71 views
I cannot see case object in object setting in a Permission set?
Can anyone help to add Case to my object settings?
Thanks in advance
Solution : Thank you for the answers. I figured that at some point I have changed the label of Case object.
0
votes
0answers
34 views
Stop clients (Customer Community Plus Login users) from viewing cases created on their behalf on Community
Sometimes on community, I need create cases the behalf of a client. Which means that on the field "Contact Name", I will put the name of the client I am created the case for.
The problem is ...
0
votes
1answer
41 views
Declarative way to determine what group a user belongs to
Without using apex is there a way to find out what group(s) a user belongs to. Looking to build a declarative case assignment rule based on certain groups a user belongs to. Maybe using a formula ...
0
votes
0answers
24 views
ContactId of Case not populating at times
I use postman as a rest client to post a case with supplied email field populated, in the apex class what we do is we check if a contact exists with the email of the supplied email of the case, if it ...
0
votes
0answers
33 views
Track emails sent from a Case
I would Like to track emails sent from Cases in order to report on the number of opened emails / sent emails.
I found out that Email Tracking in Salesforce doesn't apply to emails sent from Cases or ...
0
votes
1answer
44 views
Update the parent case when the child case is closed only on certain recortypes
I am trying to update the parent case status when the child case is closed and thhis should happen only on certain record types. Also I need to bring in the last case comment from the child case that ...
0
votes
1answer
20 views
Having an error List index out of bounds while testing contact trigger
Here is my Test class for trigger , after query for cases we get an empty list:
@isTest
private class TestContacts1 {
static testMethod void testAddNewContact(){
Contact cont=new Contact(...
0
votes
1answer
21 views
What permission is required to set a queue as a case ownerId?
I am having an issue on a VisualForce page where my queue is not auto-updating with an ownerId based on the profile I'm on. It's not throwing an error anywhere and giving them the 'View All Lookup ...
0
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0answers
19 views
Case Auto-Response Rules not matching the matching criteria which is updated from Process Builder
We have a requirement to implement email2case process in which we are adding to-address from Email Message object to Case object field.
For example if abc@a.com send an email to our email(email2case) ...
0
votes
1answer
26 views
Query Case Record Type Name for the Parent Case of an Email Message in SF
I want to query the Case Record Type Name for the Parent Case of an Email Message. I am trying with the below query but it is not returning me the name :-
select id,subject,parentid,parent....
2
votes
1answer
66 views
Code optimisation on EmailMessage
I have created a class and a trigger to be able to stop clients from sending email message on Closed Cases.
The code works as intended.
We tend to communicate with Clients using the quick action Email ...
0
votes
1answer
22 views
Salesforce Lookup Search - Lightning
I am at case record and want to perform a lookup search without any inputs. I have used lookup criterio in my field so that the subscriptions shown should be the ones that have as an account the one ...
0
votes
1answer
34 views
Milestones - Service Cloud
Is it good to have milestones as a countdown for internal processes? For example, let's say we don't have sla with a customer, but we want to have internally a rule to support that we will support him ...
0
votes
1answer
55 views
Salesforce service cloud - scripts
There are cases where during the call, the call center agent follows a script to manage the customer/case. How can i embed this script within Salesforce so that durnig the call, the agent has help?
Do ...
0
votes
0answers
10 views
Remove the carbon copy email address from the email button on case [duplicate]
I use the email feature to send email from a case in Salesforce.
Unfortunately, the BCC email address is every time filled by my email address when I open the widget.
Is there a way to delete the BCC ...
0
votes
2answers
31 views
How can I call all Cases using SOQL query to mass delete all my Case's?
This is my code to mass delete my Cases:
List<Case> caseList=[Select CaseNumber From Case];
for(Case cases : caseList);
delete caseList;
0
votes
0answers
44 views
Migrate Case Milestones
I have been tasked with migrating the Cases from one SFDC org to a new SFDC org. Part of this effort it to include the Case Milestones related list beyond what is generated when the Case Record is ...
0
votes
0answers
12 views
In case layout I have enabled email notification but the check box is not shown in the case creation
I want to get the email notification to the contact email and owner email when the case is created or edited. I have enabled the email notification in the case layout but I am not getting the checkbox ...
0
votes
0answers
18 views
Lightning component added to a quick action appears as a feed item rather than a button, on the case page layout [duplicate]
I have created a lightning component that is to be accessed on click of a button on Case record. I have also created a quick action as follows :
However, on adding the same to the Case Layout, this ...
0
votes
0answers
19 views
Disable Case Notification Email for particular Case Origin
We have all the standard case notifications setup (case creation, case comments, closure etc.). However, for cases created via a particular origin, I don't want these notifications to go out.
For ...
2
votes
1answer
32 views
User can not remove from queue after changing the role
We have a Case Assignment rules which is assign to a particular queue and in this queue, there is role 'ABC' added in it. When I change the User's current role from ABC to XYZ, it can not remove user ...
0
votes
0answers
14 views
How to setup case SLA? Need to reassign case to backup approver queue after it crosses SLA timeline
I have requirement to setup SLA on case object.
Req : after case submitted for approval the sla should start and hours would be normal hours (ex.40hrs). After 40 hours if case not get approved then it ...
0
votes
0answers
17 views
Case Assignment Rule Email message: To Address
We have a email2case process for which we need to implement case assignment rule to change the
case owner. We already have many conditions in case assignment rule conditions so I thought that should ...
0
votes
2answers
111 views
Critical Update Not Found in Different Sandbox
We faced a case assignment rule email sending issue in the past on our one sandbox and contacted with support. They fixed that using a critical update.
Update Name: Stop Automated Field Updates from ...
0
votes
1answer
280 views
Insufficient privileges error when sending email from Case
While testing some changes in a user's Profile and Permission sets, I get
Insufficient privileges error for this operation
when
user clicks Send Email from a Case Detail page or Case feed
composes ...
0
votes
0answers
31 views
Case Approval History Report group by Accounts
I was trying to get a report created for Case Approval History. Followed Create a Custom Report Type for Approval History
But it doesn't have lookup to objects that we need for reporting.
I need to ...
