Questions tagged [case-object]

Represents a case, which is a customer issue or problem.

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1answer
81 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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24 views

Exception by domain - Email and Case workflow

We have email-to-case. Every customer email into a case generates a case comment, which is then mailed back to the customer using workflow rules as confirmation of the update. One customer doesn't ...
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10 views

Applying the Service Cloud Feature Licence to Salesforce Platform Users?

According to the Salesforce Platform Licence Details page: https://help.salesforce.com/articleView?id=users_license_types_communities_lightning_platform_details.htm&type=5 Lightning Platform ...
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0answers
20 views

How to stop incoming EmailMessage from opening duplicate cases?

We have about 15 email addresses that are set up as email-to-case address that folks can use to create a case with our customer service team. The problem that we've been running into more and more ...
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3answers
637 views

Using addError() in before trigger and sending mails

Configured Email-to-case in case object, so whenever email is send to specific address my trigger will check for contact based on supplied email, if not there case should not created email should send ...
2
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1answer
27 views

Update Parent Case record with the new case record id created using process builder

Requirement:- In Case record, if a user selects particular value in picklist and clicks on Save>> Create a New Case record. The new case record should be visible to user in the Related List section of ...
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2answers
111 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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2answers
1k views

Complete Case Milestone

I have a scenario where multi level escalation works. I.E. when a case is escalated it escalates to the owner's manager and again, it escalates to the manager's manager. After the first escalation i'...
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1answer
579 views

Create a Popup window giving a message as select a row

Can any one help me out? I have a requirement ,when we go for Mass closer of cases using the close button .when the user forgets to select the records,then their is a pop up window get displayed with ...
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9 views

Case object Access for other instance support people

my customer has acquired by some comp. they have two salesforce instances already. I would like provide my instance case object access to other instance support team. they should able to see and ...
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1answer
48 views

Selecting Fields on a related record component of lightning Page

How to select the fields that are visible on a Related Record component on a lightning page ? I've been through this article. My end users need different set of fields to be visible on a Related ...
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33 views

How can I stop multiple case update notifications being sent?

I've created a PB which notifies the case owner whenever a case they own is updated. The issue is that I have a number of child objects (and processes) which update the case record when an action is ...
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1answer
42 views

What is the proper usage of a field that is prefixed with “Source”? Ex: Source.ToAddress

I'm trying to create a formula field on the Case object. I would like to store the email addresses in the original email that caused the creation of the Case (Email-to-Case). When I use the Insert ...
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1answer
27 views

Customer's response is not getting attached to case [closed]

I have a scenario, where when case is created and auto-generated email is sent to customer that our agent will get back to in some time. Now if customer replies to email , those emails are not coming ...
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1answer
57 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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0answers
62 views

Mirror a case's Chatter feed to another object (ConnectAPI vs sObject)

I've got a requirement to mirror a Case's Chatter feed into another object (for safe-keeping, as it were). My first idea was to try a trigger on the FeedItem object, catch it and clone it, and just ...
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1answer
28 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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0answers
17 views

How to stop autopopulating “To” field on case email?

When I try to compose new mail from case activity related list the To field is automatically populating the case contact mailId. How to prevent this from autopopulating in lightning
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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
773 views

email to case interchanging case emails between salesforce orgs

If I raise a case, e.g., no 12345, for a customer and then send an email from the case to the customer, the case (email-to-case) ref. is included in the subject of the email. The recipient is also a ...
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1answer
28 views

Error Creating Custom Button

Need to create the button for the case related Asset Object. Description: There is a field Asset(LookUp) on the case object and I want to create the Custom link on the basis of Serial no of the Asset ...
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1answer
27 views

getting error while fetching id from list button url

I have created a list button which is mapped to vf page /apex/NewProblem, This button i made visible on case related list of problem object. So whenever i remove the id from button url it is showing ...
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1answer
63 views

getting recursion for Salesforce 2 Salesforce Integration using REST API in Case object

I am doing salesforce to salesforce integration between two orgs using REST API. I created REST API classes in two different org that update/insert/delete records. Insert and Delete works fine. But in ...
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1answer
45 views

How to Merge two listview of Case object? [closed]

I want to merge case object's listview. Where i want to see cases of both listview.
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2answers
214 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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1answer
1k views

Calculate time spent on each stage on case record and report it [duplicate]

I want to report on time spend on each stage on a case (created to its closed). I believe i have to first create a formula field on case object which can show time stamp (days,hours and mins) , it ...
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1answer
861 views

How to clone a Case as a child case with particular record type

I am trying to create a clone as a child case with different record type but when I clone it it it taking parent case's record type. my code is: /{!Case.Id}/e?clone=1&cas5=CAR&cas28={!Case....
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2answers
79 views

Case assignment logic

Where can I possibly find logic which is changing the case owner to the present user to a queue? will it be in trigger or some assignment rules? I have checked with assignment rules it doesn't have ...
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3answers
7k views

Actions on Case object in Lightning

I have created a lightning component and assigned it to a custom case action. How to add this action to header near standard buttons. I have added the action in Salesforce1 and Lightning Experience ...
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2answers
214 views

Can the “Change Case Owner” save screen be bypassed when creating button to change the owner to “self”?

I'm looking to replace an "Assign to Myself" button at the case object. I inherited an org and the initial button was created using Custom S-Control. This button creates an error when used with the ...
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2answers
215 views

Date to stop calculating after certain time

I have a situation,just an admin here. we have Expected finish date which is a formula field that gets calculated based on SLA days which is defined as no of days to close the case. I am trying to ...
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1answer
940 views

Hide/Show Fields when Picklist value is selected in Case and have separate views for each type of Case

I'm fairly new to Salesforce and Apex. From the research I have done, I am under the impression that the solution I need is not an easily achievable one and I will have to create a VF page. I would ...
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0answers
25 views

Edit Case from Sites

I created a VF and a controller to edit few fields on case object. It is working fine when I preview it and pass the case Id, But when I open it from the site the input texts are gone. I am able to ...
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1answer
521 views

Case Milestone fields are not visible in lightning

As per Salesforce Winter ’17 Release Notes most of the Case Mile Stone fields are Available in both: Salesforce Classic and Lightning Experience. But I am not able to see Milestone Status Icon & ...
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1answer
78 views

Cloned Profile can't create Cases, despite identical permissions

I cloned one of our existing profiles. With the cloning, the new profile can't cases. It receives the error: We couldn't find the record you're trying to access. It may have been deleted by another ...
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1answer
72 views

Cases in salesforce

What is the best categorization of cases for standard salesforce object. Our users file case in salesforce but we always have vague inquiries and we end up reaching back to customer fetching more ...
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1answer
27 views

System Admin not able to view cases created by Community Portal Users

This is silly to ask but I have run out of options to resolve this. Somehow, System Admins are not able to view the cases created by Community Portal Users. They can view every other case In ...
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1answer
779 views

Case Reason on Case Close layout

Salesforce has just one Case Reason field to show on case creation and case closure layouts. I think it makes senses to show different set of values during closure. I did some research and found that ...
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0answers
258 views

autoclose popup window on a custom button after clicking “Save” [closed]

I have implemented a custom Javascript button called "Send Email" under Activity history. When a user clicks this button a new popup window should open that enables the user to send an e-mail. The JS ...
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3answers
805 views

Adding case history to the Case object

I have seen case history as related list on the contact record. I would like to know how we can add the case history as related list on the case record.
3
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3answers
5k views

Publisher Quick Actions not all Appearing

I am updating the Case page layout and cannot figure why some Quick Actions show up, but others do not. The top image number 1 shows which quick actions I have chosen to add to the page layout. Image ...
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1answer
190 views

Test class failure on Case Object

I'm blocked in creating a Record for PartnerNetworkConnection.I'm getting an error like QueryException: List has no rows for assignment to SObject. Stack Trace: Class.caseForward.forward: line ...
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1answer
612 views

Adding attachments to VF page for Cases

Tried to enable users to add attachments to a NewCase VF page, but the attachments section is not showing. Here is my code: <apex:page standardController="Case"> <apex:form > <...
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3answers
3k views

Is it possible to make the case record Read only after a status Update? [closed]

I am trying to find a solution how to make a case record read only if the Case status is equal to closed. Can it be done?
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0answers
52 views

how to update a case details from web to case based on one field value

I am capturing details from web to case and creating a case. I have one field Employee number.if its already in any case and again when the case is getting capture from web ,then case needs to be ...
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3answers
30 views

Referencing a list of IDs - Initial term of expression error

I am very new to Apex, and I'm trying to pick up as much as I can. I've worked off some code and written some of my own to eventually send out an email when an attachment is added to a case. I was ...
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1answer
2k views

Email notification on customer response to case comment

I want to send an email to the Case Owner if a Customer responds to a case comment via email. Is there any out of the box setting? Or do I need to write a trigger?
3
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3answers
5k views

Apex - Setting RecordType error

I am trying to set a Case.RecordType and cannot figure out how. I tried: caseToAdd.RecordType = '012600000005DYN'; and for the heck of it I tried the Label itself which of course failed. With the ...
3
votes
1answer
80 views

Changing the default User for Action in Case HIstory

I'm newbie to salesforce platform and starting to learn. Currently, we are using salesforce service cloud and have implemented ticketing system and have bunch of things being tracked in case history. ...
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3answers
983 views

Case Comment - Customer Notification

I have a trigger written which is copying comments from a Custom Object (Timesheet) to the CaseComment object.. I am marking them as 'IsPublished = true' The problem is that email notifications are ...