Questions tagged [case-object]

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

40 questions with no upvoted or accepted answers
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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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73 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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2answers
37 views

Test Code Coverage is not getting displayed

Based on the requirement ,we have created a vf page ,apex and test class written.When i run the test class ,the method gets passed but it shows 0 code coverage. I shall appreciate your help. VF ...
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2answers
235 views

How can we get the list of all activitites on case?

I have to get the open activities, closed activities on case objects. I am having no idea how to get started with it. Can someone guide me on that. I know that we have Activities History and Open ...
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12 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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1answer
169 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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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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3answers
668 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 ...
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1answer
35 views

case should be opened under that contact

I am a bit new in salesforce so I am sorry If the question is silly. I want to make a rule that if I have a new case opened by an address that already belongs to a contact in the system , the case ...
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32 views

Automatically load From adress on mail, when “Answer customer” button is pressed

I have multiple mail-adresses which leads to the same queue in Service Cloud. When I answer the customer, by pressing the Feed View button "Answer Customer" I can load a specific template through apex ...
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1answer
94 views

Getting date in salesforce case

I am a bit new to salesforce. I have made a web to case form that I have to use on goolge sites. I have made the HTML data picklist for day, month and year. How can I get all these three in salesforce ...
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35 views

How to import images under Solution notes in Case

We recently migrated the data from one org to another org... In the old org for some cases there were images embedded in the Solution notes section. We were able to migrate the text under the solution ...
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623 views

Can you create a Case via ExactTarget integration?

We're able to create leads, contacts and tasks without any problems from ExactTarget Landing Pages using ampscript and the Salesforce integration. I've tried creating a Case using simple code like the ...
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14 views

Dynamically share cases with group if the case was created by a group

So I have 50 groups of people where if in the group, a user creates a case, that case should be shared with the rest of the group. Do I have any option besides creating 50 sharing rules?
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25 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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2answers
141 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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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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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
75 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
30 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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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
71 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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2answers
93 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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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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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
78 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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54 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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75 views

New Case Alert triggered when existing Record edited

Anytime a Case's fields are edited, our Salesforce's instance will send out a 'New Case Alert' even though that Case is pre-existing, and a user only edited the record. We have an Email-to-Case ...
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1answer
67 views

Error in Production :CANNOT_INSERT_UPDATE_ACTIVATE_ENTITY, SendEscalationMail: execution of BeforeUpdate

I have a requirement where i need to create a VF page ,Apex controller and test class.If I run the test class on my developer console .I get no errors and the outcome of the test is 100% successfully ...
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43 views

Code Coverage is Showing as 95%…But it still throws an Error

I have a requirement where i need to create a VF page ,Apex controller and test class.But when i run the test class ,the code coverage is showing as 95% ,where one method executes and the other it ...
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2answers
284 views

SAVE BUTTON :Selected Cases does not get closed on Save Button ,it Closes all the cases

Can any one help me out on this? I have a created a vf page ,i have been using the standard button functionality SAVE and CANCEL .But the problem is the Save button does not work as per the ...
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262 views

Picklist value is not getting displayed

Can anyone help me on this? I have a requirement ,when we click on the closecase button for the closer of single case in that page,we would like to replace the piccoloist data type field as "Reason ...
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1answer
584 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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1answer
260 views

Override a Standard Button “Mass Close” on Case object to Redirect to a VF page

Can any one help out. I have a requirement on case object for the Mass closer of cases.Since in Mass Close page we don't have an option to replace the field or add a field.To override the standard ...
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153 views

Not all Cases visible when accessed from Contact related list

When a contact record for 'Person A' is opened, we scroll down to 'Cases' related list and then click 'Go to List(17)' which displays 17 cases where Person A is set as Contact. However, this doesn't ...
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240 views

Unable to locate workflow running on Case

When I edit a Case Contact from community portal and change the value in Contact of that Case, it changes to previous entered value and is not updated. But when I check the Field history tracking of ...
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485 views

Email2Case attaching to the wrong account

I am having an issue with a user that is using email2case and the case created is being assigned to a particular account to which the email address is not associated (there is no contact with that ...
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85 views

Custom Link URL: Cross-site Scripting Possible cross site scripting attempt detected.

I have a custom link on Case which is a URL, here is the shortened version: /500/e?retURL=%2F{!Case.Id}&cas15=Originating%20Service%20Request:%20{!Case.CaseNumber}%0D%0D{!Case.Description} It ...
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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 ...