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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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0 votes
1 answer
1k views

Can I create a report that identifies all cases an agent owned or modified throughout a week?

I would like to create a report in Lightning that identifies all of the cases that a service agent "touched" in the prior week. I'm trying to use the case history field "last edited by," and use the ...
0 votes
1 answer
893 views

Salesforce - Hide/ show list view button based on profile

I have a custom 'Create Case' button added in the list view buttons for my custom Case object. For admin profiles I want to show the standard 'New' button and the custom 'Create Case' button to create ...
-1 votes
1 answer
19 views

How we can give access of a case to predefined case teams

After creating Case Roles and Predefined Case Teams, I can't see any option to Assign the Case to the predefined case team.
2 votes
2 answers
140 views

Best way to lessen the characters used in a formula field

So I have this long formula using CASE function. I am trying to look for a way to lessen the characters used. Below is my sample formula: CASE (IPYG_Input_Preferred_Program__c, "STEM" , &...
-1 votes
0 answers
28 views

Help with variable in flow to parse email address from description to supplied email in Case

I've added a variable resource in the flow to get the email address from description: MID( {!$Record.Description}, FIND({!$Record.Description}, 'Email:') + 7, FIND({!$Record.Description}, '\n'...
-1 votes
1 answer
21 views

Move one status to another doesn't work in Kanban View of Case

in salesforce, i set up a kanban view for case by status, when i move the case to a different status, it doesn't saved. it changed back to the original status. And each time when i move the case, ...
2 votes
1 answer
1k views

Email to Case, Task has been created automatically

In my scenario, I don't want task to be created automatically when an email-to-case has been created. I checked the Routing address name and 'Create Task to Email' is disabled but still the task is ...
0 votes
1 answer
2k views

Embedded Live-Agent Chat Settings Offline support Case field selection

I try to add new Case field by pressing plus sign. There are some set of Case fields selectable and to be used for Case form. I need Case description field and it is missing from selectable case ...
2 votes
1 answer
2k views

Reporting on Case owner and Case Team Member

We use Case teams and want to be able to report if the support engineer is either the owner or on the case team. This way we know the support engineers total workload. I created a report type ...
1 vote
2 answers
90 views

incorrect signature: void getDescribe() from the type Schema.DescribeFieldResult

For the following 2 lines I am getting getting the error: Method does not exist or incorrect signature: void getDescribe() from the type Schema.DescribeFieldResult Schema.DescribeFieldResult ...
1 vote
1 answer
1k views

Retrieving all calls, posts, comments etc for a Case

We have the following scenario in an application built with React and implementing the REST Api via an integration user. We currently: Retrieve a list of cases based on a custom Master ID field ...
1 vote
1 answer
2k views

Case Custom Button Lightning to Update Status

I am trying to update case status field on lightning detail page. We are not using case feed. I think lightning components cannot be added on case and Work Order detail page. FYI: Actions on Case ...
0 votes
1 answer
883 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: ...
0 votes
0 answers
40 views

Including CC in Web-To-Case Auto-Response Rules

I'm working on adding CC recipients using case auto-response rules. The case is generated through the API, and we are storing three extra email addresses to be included in the CC during the case ...
-1 votes
0 answers
46 views

Is it possible to attach a file as part of case auto response rule?

The requirement is to send a pdf file as an attachment as part of the case auto response rule. The email is being sent when a case is created from portal. To the email template what we are using as ...
0 votes
1 answer
1k views

Assignment rule not firing from Global action "New case"

I have a case assignment rule which works well when creating new cases from the cases list view. But I have a Global action, "new case" when I try creating case from here, assignment rule is ...
0 votes
2 answers
2k views

Create a case and get ref or thread_id programmatically

We recently switched to salesforce service cloud, and have some trouble getting all of our customer service emails routed/threaded correctly. In particular is an email thats sent from our codebase (...
0 votes
0 answers
12 views

Route Work Action - Clear agents Omni backlog

We are currently using the Omniflow to Route work to Agents, In some usecase we route the work to the dedicated agents using a high priority routing Config even when they are not Logged in Omni/ ...
2 votes
2 answers
2k views

Change the Case tabs to the Subject instead of the Case Number in Lightning(Service Cloud)

Is there anyway to change the Case tab title to the SUBJECT instead of the CASE NUMBER in Lightning(Service Cloud)? Please see below snapshot. Your help will be highly appreciated. Thanks in ...
0 votes
1 answer
2k views

Case Ownership Access visiblity

Is their any settings? When case is created it's assign to queue which is "ExtQueue" when case Ownership change ExtQueue to "IntQueue" its changed which is working fine. Query is when we go to ...
0 votes
1 answer
30 views

How do I trigger Case assignment rules on case edit operation? (Through UI)

I know basically case assignment rules trigger on insertion of case. but i have expectation of want to trigger the case assignment rules for the edit operation. can you please help me ?
3 votes
2 answers
937 views

Programatically how can I link Case Status Values to a Defined Business/Support Process

I am trying to create a custom visualforce page that is aware of the Case Status Values that are related to a specific Case Support Process. I am able to get all Status Picklist Values from a ...
2 votes
3 answers
2k 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.
1 vote
1 answer
1k views

Case Merge: Identify when merge operation is complete

I'm trying to run a cleanup job on the master case record after the merge is complete. I want to update and potentially delete duplicate junction records on the master record. What I'm finding is when ...
0 votes
1 answer
1k views

when assigning case to another user getting error msg

when assigning case to another user getting error msg change of ownership failed because current user has no sharing access to parent account but system admin can assign cases to other user even new ...
1 vote
1 answer
92 views

No way to notify a user when they are added as a case team member?

I am blown away that this seemingly simple functionality is missing - There is no simple way in setup to send an email to a member after you add them to a case team. I was resigned to doing a more ...
5 votes
5 answers
32k views

How do I hide field on edit/new record page and still display them in the view page?

We have quite a few custom fields, a good portion of the fields are populated by automated processes and are read-only to the agents. When an agent goes to create a new case, they see tons of fields ...
0 votes
2 answers
931 views

Re-open a closed case when a new comment is added

We are usinng Email-To-Case features and periodically, when clients do not answer to the thread, we close the cases. It happened few times that the client answered later and we missed the client ...
0 votes
1 answer
1k views

Populate Case Subject in Chatter feed post

We are using salesforce cases and Case owners have been using Chatter to ask questions about the case. The problem is that chatter messages sent from cases only show the case number in the email. ...
2 votes
0 answers
69 views

SingleEmailMessage Sends Email, but EmailMessage not associated With the Case

I'm using the following code to create a list of Messaging.SingleEmailMessage: List<Messaging.SingleEmailMessage> emailNotifications = new List<Messaging.SingleEmailMessage>(); for (Id ...
0 votes
1 answer
2k views

How to display textarea with button on clicking Javascript

I have a custom button on case. On clicking that, it should display a text area with a button in it. I'm able to display it, but at the bottom of the detail page. I want that to be displayed in the ...
0 votes
1 answer
3k views

Case Assignment Rule Email Not Working

My salesforce env is developer sandbox and I am working on case assignment rule, if that required criteria match then I am assigning case to a particular queue. That is working fine if I see the ...
2 votes
0 answers
45 views

"Too many SOQL queries" error and other strange things in Recommendation Strategy Flow

I have a Recommendation Strategy Flow, used in Einstein Next Best Actions for a Case. The start of it looks like this: Sometimes I get a batch of "Too many SOQL queries" errors from this ...
1 vote
1 answer
2k views

How to Prevent Case Assignment trigger on case updation?

On updation of case owner based on some condition is changing owner back to default user in support settings, how to prevent this? tried following code on before insert: Database.DMLOptions ...
1 vote
4 answers
2k views

Using Change sets got an Error at Validating Assignment Rule:

Can any one help me out. I have an assignment rule on case object in sandbox as well as in production.Now we have added two rule entries to the same rule based on the profile user in sandbox .Now can ...
1 vote
2 answers
84 views

can we create matching rules on case object in salesforce service cloud Enterprise Edition so that we can identify duplicate cases?

can we create matching rules on case object in salesforce service cloud Enterprise Edition so that we can identify duplicate cases ? I am unable to see Case object in object dropdown. what may be the ...
0 votes
1 answer
1k views

Case Owner should display the queue but instead it's '-' and gives insufficient privileges error

Case owner not displaying in case view but Owner Name is fine in List View. Customer Service user is able to create the case for Street Scene successfully and view it once complete but not the Case ...
0 votes
1 answer
1k views

How to get get Case Email Thread in Visual Flow?

I'm trying to send email notifications when someone enters a Case Comment. Since there doesn't appear to be a way to do this via configuration, I have create a Visual Flow that will create a Case ...
0 votes
1 answer
866 views

How to stop Salesforce Email Processor error

I have been getting countless emails with this error ever since I was assigned a Case on my Salesforce account. Error message below: An error occured while trying to deliver the attached email. You ...
0 votes
1 answer
1k views

How to Update a Case Object using LWC

I am pretty new to LWC and I am trying to create a button that allows the user to edit/update a selected case from a list view. I have looked around the web and a common solution is to use SObjects in ...
-1 votes
1 answer
107 views

How to stop survey email being sent out to customer went case is closed?

I am doing some Service cloud implementation. Would like to know how to disable the survey email sent out to customers when a case is closed. The Survey email looks like the one in the image below.
0 votes
2 answers
989 views

Field is not writeable: CaseMilestone.CompletionDate

I am running a trigger without sharing mode and I am getting this error Field is not writeable: CaseMilestone.CompletionDate I used this code in before trigger cM.CompletionDate = System.now(); ...
0 votes
0 answers
75 views

What to look out for when creating Case record types for the first time in an old org

I've done an extensive web search and come up empty -- either there's nothing out there, or I can't find it in the sea of everything else related to creating Case record types.... In an org with lots ...
1 vote
2 answers
1k views

Can't set Case Owner to Queue from Web/Email-to-Case using trigger (either before/after insert)

I having trouble in updating the case owner as Queue in Web/Email-to-Case. I wanted to query the email of the sender if its on the list of spam cases (saved in custom setting) then set it to Spam ...
3 votes
2 answers
1k views

Pre-populate rich text field in the case creation page

Here is what I am trying to do: Pre-populate a custom field(rich text) on cases in the creation page The total characters is about 5000 characters with formatting (bolding, underlining) The size of ...
0 votes
1 answer
51 views

Best design for emailing groups of Users that are collaborating on a Case

We're using Cases, but long-story-short, we're not really using Service Cloud licenses. We have a heavily restricted form of Service Cloud licenses. We need to be able to have teams of people across ...
1 vote
1 answer
1k views

What permission is required to set a queue as a case ownerId?

I am having an issue on a VisualForce page where my queue is not auto-updating with an ownerId based on the profile I'm on. It's not throwing an error anywhere and giving them the 'View All Lookup ...
0 votes
1 answer
57 views

Use Specific Case Field to Create Chatter Feed Item

Currently I've noticed when a Chatter feed item gets created for a Case record, the Auto Number field is what the Post initially gets created with. We've got a separate Case Name field that is more ...
3 votes
1 answer
3k views

Case Creation Template not firing when a case is created using email to case

I have enabled email-to-case in Salesforce. When receiving an email a case is created with the assignment of an account and contract. I have created an HTML email template and letterhead, made it ...
1 vote
1 answer
2k views

Disable sending email when close a case and change owner

I would like to know if it's possible to disable sending of an email when the case is closed and when the owner of the case changes? In the "Support Settings" for case, the checkbox "...

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