Stack Exchange Network

Stack Exchange network consists of 175 Q&A communities including Stack Overflow, the largest, most trusted online community for developers to learn, share their knowledge, and build their careers.

Visit Stack Exchange

Questions tagged [case]

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

0
votes
0answers
14 views

Approval Process for Cases [on hold]

I currently have an approval process which runs on the case object. The approvals go through the specific criteria and then send the case for approval to a designated group. What would be the easiest ...
0
votes
1answer
21 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 ...
1
vote
1answer
40 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 ...
0
votes
0answers
13 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 ...
1
vote
1answer
28 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 ...
1
vote
1answer
62 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 ...
0
votes
0answers
19 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 ...
0
votes
0answers
23 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, ...
1
vote
0answers
12 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, ...
0
votes
0answers
14 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 ...
0
votes
0answers
5 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 ...
0
votes
2answers
25 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 ...
0
votes
0answers
28 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 ...
0
votes
0answers
29 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 ...
0
votes
0answers
19 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 ...
1
vote
1answer
14 views

Insert Case Apex - Disable Active Assignment Rules

I am trying to insert a case in apex and set the owner to a specific user id. However active assignment rules are rerouting the case. In apex, how would I disable the use of active assignment ...
0
votes
0answers
13 views

Capture attachment from email and save it in notes and attachments section [duplicate]

My use case is: I have a case in Salesforce. I want if someone from outside the org sends email with the attachment in the email and the case number, Salesforce somehow captures the attachment ...
0
votes
1answer
28 views

How to change interface/add buttons on case detail page

I am using cases in salesforce and there are different sections on the case layout. Let's call them A, B, C that has some fields. Since there is a lot of data on case detail page. What I want is that ...
0
votes
0answers
20 views

Prevent records from getting updated if there is related case with a record type Complaint

I have a an object . I have created a look up on Case for that object so that it shows the related case with a complaint record type case . Now I want users to close the case before proceeding to ...
0
votes
0answers
13 views

Emails being sent through the Feed are not displaying the new Email Body in the Feed

When a User sends an email through the Feed on a Case, the original email body is displayed in the feed, however the new email contents sent by the User does not display. In the Screen shot below ...
0
votes
2answers
27 views

Salesforce Lightning: Custom clone case with a link to attachement

I just created a lightning component + quick action to clone a case (It's working). But i want to link the attachement of the old case to the new one (I don't want to clone it). i tried with ...
0
votes
1answer
10 views

Can you sort a Case List View by date time of the latest received email?

I’ve been asked to mimic an email inbox in the case list view, can we sort email to case cases by the time the email was received, we can’t just sort by case number or open date as it needs to account ...
0
votes
2answers
34 views

Can two Case sobjects have the same child ContentVersion?

I am trying to delete a ContentDocument under Case sobject safely. In order to do so I will delete the Case's related ContentVersion's ContentDocument, which will delete the ContentDocument and its ...
0
votes
0answers
25 views

How can I Create Round Robin Case Assignment for one record type if I have 4 others

I have built round robin into our cases useing: https://help.salesforce.com/articleView?id=000004000&type=1 And i looks like this: (Field) MOD(VALUE( Case_RR_number__c ) ,2) +1 (Case ...
2
votes
2answers
33 views

How to prevent manually changes of Status field for Cases and Opportunities?

The Status field of Case and Opportunity objects cannot be read only for any profile. How could I prevent the manual changes only? I've tried with a validation rule that allows a free choice when ...
0
votes
0answers
10 views

Unable to view Stopped Since field from entitlements in reporting

I have set up the entitlement process in the case object. I am able to view setup the stopped field & other fields related to entitlement object. I gave view access to the Stopped Since field. I'...
0
votes
0answers
21 views

Is it possible to prevent Comments on forceChatter:feed component based on criteria on parent Record?

I currently am in the middle of creating a custom Case Feed component for our customer users that surfaces the forceChatter:publisher and forceChatter:feed components. The reason we decided to go the ...
0
votes
1answer
24 views

Count of emails in a case

Is it possible to create a field on the case object that has a value of the number of emails a case has? With that, i want to create a field that gets populated when the count 3 (as in when an agent ...
0
votes
0answers
18 views

Salesforce lightning email trail throws error as it is not accepting the HTML Email template

In Classic, email trails were converted to rich/plain text. In Lightning the previous emails in the trail remain as HTML. This means that users get an error message when trying to reply (normally on ...
0
votes
1answer
27 views

Auto-Populate a Lookup Field without Saving? Is This Possible?

is it possible to auto-populate a lookup field without saving the case record type? (without code/via config) Scenario: Case Record Type. -User uses lookup field 'Client Product' to select a ...
0
votes
0answers
43 views

Changing Owner before editing causes an error

Can I have a little help understanding this problem. In this scenario I always recieve an error that looks like a Field Level Security (FLS) problem but I am accessing as a System Administrator. On ...
0
votes
1answer
26 views

Associate Survey to a Case

I have created a survey using survey builder, whose link will be sent to a related contact of case when case is closed. Surveys are being captured into Survey Analyze tab, i want that survey response ...
0
votes
2answers
30 views

Email-To-Case feature in Salesforce

This is a simple step in Salesforce - Setting Up Email to case: I set up my own official address for Email-To-Case. But the case is not getting created in Salesforce whenever I shoot an email with ...
0
votes
0answers
23 views

Trigger on Attachment object not getting fired after attaching file in an outbound Email [ Related List ]

Trigger on Attachment object not getting fired after attaching file in an outbound Email. Tried both before insert and after insert. Attachment trigger fires while attaching files in the Notes and ...
0
votes
1answer
41 views

parent to child record changes using trigger [duplicate]

I have trigger on parent object which is used to update field Status of child object, I want to update child object's status field to Tested only if previous values is "ready for testing". And once ...
0
votes
1answer
67 views

Case Deflection not working in Salesforce Community

I have set up Knowledge and a community page containing the Contact Support Form and Case Deflection components. However when typing in the form, no cases are suggested. In the Knowledge Settings I ...
0
votes
0answers
22 views

milestone not stopped when stopped checkbox set to true

i have created workflow where case status is changed to pending user then stopped checkbox should be checked. i can see milestone has stopped in salesforce classic under case related list of case ...
0
votes
1answer
32 views

Need help to display list if cases based on contact name present on current case on record page

Need help to create vf page where i want to display list of cases on case record page, created by same contact of current case. Also it will based on 2 custom fields values(i.e. product & ...
1
vote
0answers
39 views

Web to Case SuppliedName not populating

My Web to Case form is populating all data on the Case other than the Web Name (SuppliedName). Is there a way to populate the name? I assume everything should be the same formatting wise as the ...
0
votes
1answer
24 views

How can I lookup an account ID for a Case using a field I am importing that is not the account name?

I have to import a history of cases in Service Cloud and, sadly, the account names I already have in Sales Cloud and the ones in the import don't match. I have a Client ID though in the Account object ...
0
votes
2answers
39 views

need help on a trigger on custom object to get values of some fields from case

I have written a trigger on custom object to copy values of some fields from case objects. Trigger is saved successfully but when i try to create related problem from case it is not copying any fields ...
0
votes
1answer
12 views

Attaching Sent Email to Case

I am using Process builder to Send email to list of members. Once the email sent to members,i want to create a case and want to track that email sent to these people. After that when the member ...
0
votes
1answer
35 views

Web-to-case email not creating case

I have followed this outline to create a web to case http://www.crmsalesforcetraining.com/creating-web-to-case-forms-in-salesforce/ and when I go to my cases, nothing has been created. The only ...
0
votes
1answer
29 views

after update logic in trigger keeps on affecting because of before update

I have written a trigger on case object having before update and after update as it's events. In Before update : Where user selects any value of "Assignment Group", based on that Case owner will get ...
1
vote
1answer
12 views

Add multiple contacts to a case via the community

I'm looking to implement something similar to how case collaborators works for salesforce support. We want our external users to be able to add other contacts at their organization to a case as "CCs" ...
1
vote
1answer
280 views

List sorting by custom field

I dont know how to sort a list of SObject Case. I have a List<Case> newCases which i iterate over in for cycle, where i save Cases to my new List<Case> casesList. for (Case newCase : ...
1
vote
1answer
45 views

while creating case record through vf page, i want to give option to add attachment before saving case record

I have a requirement where user should have option to add attachment before saving the case record. Currently i am creating a case using visualforce page. please suggest how can i achieve this? Vf ...
1
vote
1answer
103 views

Copy parent case data to child case

I have 50+ fields on case object. There are multiple related/child cases under one parent case. The parent case is populated with some data. Is there a way through which we can copy data from parent ...
0
votes
1answer
36 views

Email alert are not sent to user in time based workflow in sandbox

The time dependent workflow actions for a workflow I use is an email alert. As i need to sent an email in 25 mins to user if case remains open after it's creation. I have referred this link to ...
0
votes
0answers
47 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 ...