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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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18 views

What way would you choose to create Anonymous Cases

We have a need for some cases to be created where it is imperative that the creator of the case is anonymous. I have 2 ideas: Using the SFDC UI I could put a 'Before Insert' trigger that sets the '...
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22 views

Using MassEmailMessage is not saving EmailMessage records

I'm a developer, and I just did some work using MassEmailMessage on Case records (with the related Contact being the recipient). During testing I noticed that it's not saving any sort of EmailMessage ...
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9 views

A problem with the “Case Age in Business Hours” app

I have a confusing situation on my hands involving the "Case Age in Business Hours" application (this one: https://appexchange.salesforce.com/appxListingDetail?listingId=a0N300000016ccNEAQ ) It is ...
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16 views

Reply button from Social Customer Service not appears in the Case

I have enabled Social Customer Service and installed starter pack and noticed that the buttons "reply" and "follow" does not appears. What can be the problem? In the image the example of trailhead.
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16 views

Files Related List on Case Page Layout not displaying

The File Related List in the Case Page Layout is not displaying if the 'Enable Chatter' options is disabled for a specific profile. But since Summer '16 Files are decoupled from Chatter, but I can't ...
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22 views

Custom Tab Permissions

In the Lightning, I am creating some Custom Tab's in the Case Object, I want to Show the Custom Tab based on the Record Type. I have also tried Assignment by the Record Type through the Activation ...
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10 views

Case History Report

My requirement is to get a dashboard component to show no of cases handover to a specific queue in my org. My Report is on Case Histroy report type. Report is showing duplicate cases as handover to ...
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1answer
22 views

How to make a case comment as private in community?

SCenario1: whenever i add case comment and leave the make it public checkbox as unchecked, it created as public only. Is there any way to avoid it by configuration? user is a partner user. Scenario2: ...
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2answers
59 views

How to update a field in a case when an article is attached?

I have a requirement to update a field in a case when an article is attached to the case. Any advice about which object should be trigger? We are using the lightning knowledge base.
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10 views

To remove “Action” or “Complete” button from Milestone Tracker in salesforce

Scenario: We have enabled Milestones and have automated to fill the Completion Date/Mark it as complete whenever a Case is Closed. Now User wants to restrict "Click of Complete" button in Milestone ...
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127 views

lightning-record-edit-form component used in Community returns error: “The requested resource does not exist”

I have created a lightning web component as a form to insert new cases. I use this lightning web component inside a lightning community. Inside my lwc I am using the lightning-record-edit-form ...
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1answer
51 views

Change the case status through Omni-Channel on accept event

I am using Omnichannel for acceptance of the case. The requirement is that when an Agent accepts a case, the case status should be updated to 'In Review'. I have created the trigger on the AgentWork ...
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1answer
94 views

Suggested Article is not showing in my cases

I have dropped the knowledge search in my cases page through Lighting App builder but in my suggested article section. Articles are not showing can you please suggest some solution for showing the ...
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37 views

Data Category Mapping not working properly for knowledge articles

In my org, the 'knowledge sidebar' section which is visible on opening a Case record should ideally show all the suggested articles based on Data Category mapping. I have a Data Category Group named '...
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48 views

Error from process builder triggering email action on case

I am getting the error Error Occurred: Probably Limit Exceeded or 0 recipients from process builder. Based on Salesforce documentation, this happens if the email field is null. However, this email ...
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46 views

Case is not creating through Community User

I am have created the Lighting page for Create case for a community user, Through "Community Plus" License User case is creating, but when we are creating through "Community Users" case is created ...
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33 views

Error when trying to compose a message in a case

One of my agents is trying to send an email from the Case Feed, but when he tries to compose the email he gets an Insuficient Privileges error (see image). Other agents that have the same Profile do ...
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21 views

How to restrict the Case or Queue so that, the Case can not be visible in each queues?

I have created multiple queues for teams. When I create a case, it is visible to each queue and members. I have also made changes in Sharing Settings for case object and made it Private. If anyone ...
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25 views

create new case when case comment added after 10 days

When a community user adds a comment to a closed case after 10 days of closure, i want it to create a new case record.Once an agent has closed a case, sometime the users take a while and then come ...
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1answer
20 views

Email Service creating multiple Cases when sending to multiple aliases in a single email

Our org is currently using a custom Email Service to create cases and we have multiple Email Service aliases. Currently, when a customer sends an email to multiple Email Service aliases, our service ...
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1answer
39 views

How to manage multiple teams working on the same case

I need to handle a scenario where a Sales Rep will raise a case for service activation for a customer. Such a case will have the following steps - Team A will validate the details and then pass on to ...
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0answers
29 views

ContactId field on Case is getting updated automatically

I am trying to create a case through Apex from the Custom community portal. I am explicitly setting the value of ContactId field on case while performing the DML. However evrytime contactId field is ...
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1answer
32 views

Set Default “From” address for email sent through Chatter Feed

I've created an Organization-Wide Address (Corporate CC) and I want this email to be the default "from" address when an operator send an email through the case Chatter Feed as you see from the image, ...
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45 views

Can't delete contact because it is associated with case

I've deleted all cases, but when I try to delete contact I have this error: System.DmlException: Delete failed. First exception on row 0 with id 0032v00002mQCIEAA4; first error: DELETE_FAILED, Your ...
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0answers
19 views

Case Assignment Rule

One Javascript button on Lead page used to create cases, when the case gets created then Assignment Rule assign that case to the queue, and the user doesn't have access to view that case hence user ...
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96 views

getting an Error “We couldn't find the record you're trying to access… for help.” any idea?

I am getting an error saying "We couldn't find the record you're trying to access. It may have been deleted by another user, or there may have been a system error. Ask your administrator for help." ...
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1answer
62 views

How to build report for case duration

I am trying to build a report for cases that excludes idle time and/or business hours over the weekend. What is the best way to do this?
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2answers
70 views

Case Save and Close button in Lightning Experience

We use Save & Close button while creating a case so basically we are creating and closing the case at the same button. But I can't seem to find this button in LEX. Whats the solution here please ...
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14 views

How to display omnichannel queue number on visualforce page/monitor

Is there a way to display the #'s from the Omnichannel queue system(for Case) on the visualforce page that can then be displayed on monitor? Thanks
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14 views

Sending Email from Case to a contact on which you don't have access

I promise all the following questions are very closely related to answer the question What happens when the case owner tries to send email from Case (via feed) if the case owner does not have access ...
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1answer
41 views

Notifications email is being sent to Queue members instead of Case owner(user)

When Case is created the "Status" of the Case will be "New" and "Case Owner" is Queue, Now when we change "Case Owner" from Queue to User, Salesforce is sending notification email to queue members ...
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11 views

Case_UnreadByOwner [duplicate]

Please find the below visualforce page and Apex class code Any one please let me know how to test this code. VF Page: <apex:page standardController="Case"extensions="CaseExtension" ...
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1answer
118 views

LWC Lightning Record Edit Form Case Assignment Rules

Is it possible to somehow trigger case assignment rules upon creation of a case via a lightning-record-edit-form? It used to work when I had it set in page layouts but that seems to no longer be the ...
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1answer
163 views

Sending out a Survey when a case is closed

I am planning to implement Case Ticketing System in our org. I have all of the functionality in Salesforce that I am looking, except for the surveys that will be sent out when a case is close. I've ...
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82 views

Process builder doesn't trigger after Milestone violation action

We need some help with the following. In our org we made a entitlement process for the Case object, which is for the Latest_Permitted_Date__c field. When the latest permitted date has expired, the ...
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1answer
29 views

Timeline field of Case not visible in lightning

https://help.salesforce.com/articleView?id=entitlements_process_fields.htm&type=5 As per this document, I have added timeline, stopped, stopped since fields in case layout. I am able to see ...
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1answer
26 views

Use 'ContactEmail' field of case in email template

I need to access value of contact email in email template using case object.'ContactEmail' is a standard case field is alredy availble, I am not able to see this field in case merge fileds. Even if I ...
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1answer
93 views

How to get Task to appear in Case Feed

When I do to Log a Call on a Case it creates a Task record in the Case activity timeline and a entry in the Case feed. But when I create a Task record against a Case using Apex, but it's not ...
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18 views

Unknown mass case updates?

I have had a few instances in the past couple months where my running user is doing mass updates to cases which changes the status to Closed. I have no idea what's causing it or where to even being ...
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1answer
39 views

Process Builder - How Big is too Big? Can PB handle this?

We're doing a case routing overhaul and considering process builder. If we choose process builder it be around: -100-150 Criteria's -10-30 actions per criteria -(Possibly a 2nd criteria with 10-30 ...
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1answer
176 views

Round Robin Case Queues

We have a onshore queue, it should automatically get routed to one of the Pods queue through a round robin basis. We have Pod 1, Pod 2, Pod 3, Pod 4. Need to distribute cases evenly through round ...
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28 views

Apex Managed Sharing fails sharing Case with Community Plus user

Scenario: A 'Customer Community' License user logs into a community and creates a case, which is automatically assigned to a queue. A trigger on case invokes a future method (of a class declared ...
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39 views

How to use customFilter in ConnectApi.ChatterFeeds.getFeedElementsFromFeed?

Does anyone know how to use custom Filter getFeedElementsFromFeed for case feeds in Salesforce? I use getFeedElementsFromFeed(communityId, feedType, subjectId, recentCommentCount, density, pageParam, ...
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0answers
18 views

Is there a standard lightning solution to email all contacts from a case?

What is the Lighting standard solution to email all or selected contacts from the contact roles list on a case? In classic, the contact roles list has a standard send an email button. When pressed, ...
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15 views

View my cases and all new cases (other owner)

as an agent I need to see the tickets I managed (the owner is me) and also the new tickets (other owner). I tried to filter in the lists of views but it doesn't allow me to do what I want. Any ...
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0answers
6 views

Email to Case > 25 MB getting error

The email-to-case process is implemented using Apex email service in current state. The notable issues are inability to process emails greater than 25 MB in size and processing errors resulting from ...
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2answers
75 views

Case Creator unable to view case once case ownership changes to queue

This seems basic but I cannot figure out how to do this. Here are my requirements: When a User submits a developer issue case, the case gets assigned to the developer issue queue (Complete. done by ...
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80 views

Update case record when Email Message Status changes

want to update a checkbox whenever related email message status gets updated From "New" to "Read". I tried with workflow and trigger, neither worked. Somewhere on Stackoverflow, I found Email ...
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229 views

Salesforce <-> Whatsapp integration

Currently me and my team are having a demand to create an Whatsapp <-> Salesforce integration for customer service. For example, when a client sends a message to the company's Whatsapp number, a ...
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103 views

Community Case Comments

So I am working on building out a support portal community and I have issues trying to figure out how I want to do case comments. I want our users to see our post that is visible to all and be able to ...