Questions tagged [case-object]

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

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12
votes
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 ...
8
votes
4answers
8k views

What are the differences regarding Cases in Sales and Service Cloud?

Considering that you have access to the Case object within the Sales Cloud what are the limitations if any?
7
votes
1answer
3k views

Service Cloud vs. Force.com

Problem: If the only standard objects I am planning to use in an application are the following: 1. Contacts 2. Case 3. Accounts Is it worth it to pay for a service cloud license? I am sure its ...
5
votes
1answer
16k views

Apex - Example Of Creating Case Record When Field On Account Equals “xxx”?

Continuing my quest to get Apex and Triggers under my belt: Can someone offer either sample code or links to samples where (such as) when Account.ABCD now equals "Go", create a Case Record and write ...
5
votes
2answers
787 views

Need Help Writing Validation rule for cases

I hate having to ask but it's my first week on the job and I already feel like I'm failing...I need to create a validation rule with the following criteria and keep coming up with syntax errors. ...
4
votes
1answer
312 views

Delete all Case Comments

How can I delete all case comments that are in application in a quick way? Is there even a quick way?
3
votes
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
2answers
144 views

Creating Closed Counter for Cases?

Editing a Closed Case will automatically change its status from 'Closed' to 'Pending' and then when the edits are saved, the Case is then 'Closed' again. I would like to create a Counter that counts ...
3
votes
2answers
4k views

Case escalation - does the IsEscalated field ever go back to false?

We have some escalation rules setup and also field tracking on the Escalated field. But though a case is updated to not meet escalation criteria after the first level of escalation, I've never seen ...
3
votes
2answers
947 views

How to get the CaseID when creating a CaseComment

I have a VF page that will act as a Publisher Action on the Case Layout and will allow for the creation of a Case Comment. How can I pass in the CaseID since it is a required field on Case Comment? ...
3
votes
1answer
79 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. ...
3
votes
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 ...
2
votes
2answers
880 views

Need help on SOQL to query all related child case records

I can query the child cases for current case by something like below, list<case> parentids=trigger.new select id,status from case where parentid=:parentids What if the children have more ...
2
votes
1answer
41 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 ...
2
votes
2answers
2k views

Cases relationship in salesforce?

Cases in salesforce are customer’s question or feedback on the service they are providing. Eg. if a company sell a product A. Then A will be added to opportunitylineItem. When we have a problem with ...
2
votes
1answer
3k views

Workflow Rule on Case Comment, Fire Action on Case

I would like to fire a workflow whenever a case comment is created that emails both the case owner and a custom lookup field on the Case Object. I've created one for new Cases fine but when I fire on ...
2
votes
2answers
970 views

Help with Triggers / Classes for Case Creation Part II — Test classes

Thank you for all the help on my other question. I was so happy to see a community that doesn't have trolls. So the good news is that the code compiles with no errors. The bad news is that I have ...
2
votes
1answer
611 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 > <...
2
votes
1answer
1k views

Help with Triggers / Classes for Case Creation based on Field Change in Customer_Asset

I am new to Salesforce and haven't coded in quite awhile, so please forgive my rookie mistake(s). I am attempting to write a trigger to do the following: Our company manufactures equipment that ...
2
votes
2answers
2k views

When adding fields via lookup to a custom report type why dont i get custom user fields as option on the Owner field?

When adding fields via lookup to a custom report type why don't i get custom user fields in the option on the Owner field? All custom fields are available for the Last Modified By and Created By ...
2
votes
1answer
354 views

Trouble in using Business hours methods to compare business hours with specific number of hours in apex trigger

I'm trying to compare number of business hours with number of hours (bh<48) I have gone through few methods and tried the below method to get number of hours(difference between startdate and ...
2
votes
2answers
1k views

Apex - Calling Class Fails After Altering PUBLIC statement in Class

(thanks to @JCD for helping me clean up my Class for Trigger.old vs .new checking...) My call to the class/function below now fails. I presume that now that my PUBLIC statement is looking for two ...
2
votes
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 ...
2
votes
1answer
2k views

Modify Case Date/Time Opened Field on Upload

I'm trying to import some historical case data into our SalesForce account either through Bulk API or through Data Loader tool. I need to have the field "Date/Time Opened" under the new cases I am ...
2
votes
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 ...
2
votes
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 ...
2
votes
2answers
232 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 ...
1
vote
2answers
2k views

Trigger Hel(p) Code Coverage 0%

As a followup to my previous posts (Again, many many thanks) I am still having trouble with the trigger. The code seems to function and I created a test class and the code itself is 100% covered. ...
1
vote
1answer
767 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 ...
1
vote
1answer
574 views

Is it best practice to exploit Cases object for multiple use cases beyond change mgt/defect mgt?

My org is looking to utilize the Cases object for various possible uses... such as, Internal change/defect management Internal EPMO proposals Managing certain customer processes or "tracks" My ...
1
vote
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 ...
1
vote
3answers
977 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 ...
1
vote
2answers
3k views

Create/Edit or Update a knowledge article in Salesforce using apex code

How to create a new knowledgearticle object from Apex code in salesforce? Using the insert statement with a knowledgearticle shows a DML operation INSERT not allowed on KnowledgeArticleVersion error. ...
1
vote
1answer
924 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 ...
1
vote
1answer
518 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 & ...
1
vote
1answer
165 views

How can I send a specific support ticket auto response based off of recipient email address?

I have Salesforce configured for email-to-case. We have multiple email addresses customers can send to: support@foo.com support2@foo.com support3@foo.com. I'd like to send back a unique initial case ...
1
vote
1answer
393 views

custom component inside form

i am try to make custom "NEW CASE" page and have problem: I'am receive this message when try to post Case: Unknown property 'CaseSSCFixComponentController.Support_Service_Contract' Part of page: <...
1
vote
2answers
44 views

Is this query correct?

Case oldRequestownerid=[SELECT OwnerId FROM case WHERE OwnerId =: Trigger.oldMap.get(d.Id).OwnerId ]; This query is written ...
1
vote
1answer
3k views

Cases related list on Opportunity not displaying some case records

We have a custom lookup on Case object to the Opportunity object. On this field, the related list label is named 'Cases'. We added the related list Cases to the Opportunity page layout. The user (...
1
vote
0answers
9 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 ...
1
vote
1answer
43 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 ...
1
vote
0answers
58 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 ...
1
vote
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 ...
1
vote
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 ...
1
vote
1answer
187 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 ...
1
vote
3answers
630 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 ...
1
vote
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 ...
1
vote
0answers
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 ...
1
vote
1answer
91 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 ...
1
vote
0answers
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 ...