Questions tagged [case]

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

318 questions with no upvoted or accepted answers
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8
votes
1answer
263 views

Is there a way to configure what is displayed in the case feed?

I have set up case feed for my org, however, emails show up as lengthly messages, is there a way to shorten what is displayed?
4
votes
0answers
219 views

Order of organization wide addresses in From dropdown box when sending email

When sending an email from a Case, the From dropdown shows all the verified organization wide email addresses. But what is the order in which they are displayed? It looks like from the screenshot ...
3
votes
0answers
63 views

Case Merge History

In Spring 20, you can merge Cases In our sandbox, I've tried merging 2 cases. I noticed it creates a case commeent Case xxxx has been merged with Case yyyy This is fine, but in the case history I'...
3
votes
1answer
491 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 ...
3
votes
0answers
145 views

Case Assignment Community Portal. Insufficient access rights on cross-reference id when enabling email

I have a trigger to assign cases when they are entered in our community portal. It works great for guest users, and for regular salesforce users, but for users in the community users profile I get an ...
3
votes
0answers
111 views

OwnerId inconsistency between Case & CaseHistory StandardObject Tables

I have some Cases whose current OwnerId value is inconsistent with the CaseHistory table. By this I mean, in the CaseHistory Table, the maximum timestamped row with Field = 'Owner' has a 'NewValue' !=...
3
votes
0answers
88 views

Case' contactId always changes back when I try to change it

In our org in case object, when I tried to change the contactId field (Or contact as it appears on the filed list), it always changes back. Say if it originally is of contact A, if I change it into B, ...
3
votes
0answers
40 views

Effective email with Salesforce

We would like our employees to send emails starting from an Account/Contact/Lead (not from cases) and be able to handle answers from clients. Our current setup includes: A different email address ...
3
votes
0answers
23 views

Can I manage suppliers SLA's by using entitlements?

are there any use cases to demonstrate if it makes sense to manage my suppliers by using entitlements as a way to manage their SLA's, e.g., specifying agreed services, review periods, logging issues ...
3
votes
0answers
295 views

Automate Approval Step to be approved, not skipped

We're currently tracking internal requests in Salesforce via Cases. For a certain kind of request, we want to run it by the managers of 3 teams to see if what's being requested would be applicable to ...
3
votes
0answers
614 views

Apex test to imitate closing a case + inserting a case comment

When using the standard Close Case button, you can provide an optional case comment. When a user provides a comment, the order of execution is somewhat peculiar. This caused us some troubles and I ...
3
votes
0answers
349 views

No such column 'HasCommentsUnreadByOwner'/'HasSelfServiceComments' on entity 'Case'

I'm facing an issue with Case field 'HasCommentsUnreadByOwner' and 'HasSelfServiceComments'. When I execute the query in an apex class or query editor: Select Id, HasSelfServiceComments, ...
3
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0answers
1k views

regEx + search capability in sfdc platform

Looking for suggestions on accomplishing search + regEx in sfdc, to search cases which have occurrence of the phrase 'PROVIDED BY:' in case history and get the case number where this phrase was found ...
2
votes
1answer
30 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 ...
2
votes
0answers
243 views

Updating the Case MasterRecordId field in Apex tests

I have currently got a bit of code running in my beforeUpdate trigger that updates 4 fields of a case once the MasterRecordId field is changed. This is because that field is used to distinguish ...
2
votes
0answers
517 views

How can the Case History fields present in Case Lifecycle report type be retrieved with SOQLs?

In the standard report type Case Lifecycle the following fields of Case History object can be retrieved even if not present in the object itself: Case History Owner Case History Status Case History ...
2
votes
0answers
51 views

Can we make case milestone record completion date uneditable for some users?

I was trying to hide the case milestone completion date for some profiles. I tried using page layout read-only option and we can't set field-level security for case milestone. Also, we can't write a ...
2
votes
0answers
364 views

HtmlBody of on EmailMessage does not stay as set in before insert trigger

I'm trying to cut off email threading from EmailMessage. I try to do this in BEFORE INSERT trigger. Original email: Hello Tom, We saw your complaint. We are working on it. Gigasoft ...
2
votes
2answers
1k 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 ...
2
votes
0answers
68 views

Lightning Component that requires attachemnts

We have a communities page (displayed below) that has a Create Case From for the community user to create cases based on picklist values that are dependent on each other. The Request Type picklist ...
2
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0answers
2k views

How to make Case Status read-only in Communities?

We have implemented Communities portal to handle customer issues however we don't want users to edit the Case Status (should only be able to create and close cases -similar to SF Partner Support). We ...
2
votes
0answers
47 views

Can more than one High Volume Community User have the ability the see the same case in the Customer Commnunity

I have a requirement to allow more than one High Volume Customer Community user to see a single case in the Customer Community. I have created a sharing set, however the sharing set only allows a ...
2
votes
0answers
30 views

Case Closed Layout REST API

Anyone our there know if there is any way of retrieving the Case Closed Layout details using REST APi at all?! My googling skills are not coming up with any trumps here
2
votes
1answer
167 views

Get case statuses using remote object model

I have some case statuses which belong to a certain process (process A) and others which belong to a different process, (process B). All of which are case processes. How can I use remote object to ...
2
votes
1answer
22 views

Multiple Buttons for Linking Contact to Flow (Case Object)

Ok, here is my problem and maybe someone can come up with a solution. I'm working with a nonprofit which has a volunteer hotline. They have for years been using a static flat file database to capture ...
2
votes
0answers
208 views

Eloqua to Salesforce Integration Issue

I have integrated Eloqua to Salesforce to upload Cases. It is working as expected however the only problem is that the Status of the case always goes to New(which is the default value of Status in ...
2
votes
0answers
219 views

Email2Case : How to edit the subject of the reply/Forward email

Once we created an Email to case,Salesforce will create a Case, In the Emails related list of the case contains the original message. What I need to know is; Is it possible to change the email ...
2
votes
1answer
377 views

Finish location not working in flow

So I have a flow so that users can create cases. In my current flow Screen Input -> record create -> Thank you screen. I want users to go back from the thank you screen and edit what they wrote ...
2
votes
0answers
629 views

Web-to-Case creates record bypassing Validation Rule

Scenario : I am using Web-to-case to create case records. I have one Validation Rule which checks - AND((Account.RecordType.DeveloperName = 'XYZ'),(RecordType.DeveloperName = 'ABC')) But here is ...
2
votes
0answers
381 views

Show custom VF pages in Public Knowledge Base frame

I need to show a custom Web-Form (Web-to-case) inside my Public Knowledge Base. But how can I show it in the "right-content" area of the screen (saying: Popular articles area on the picture). When ...
2
votes
0answers
77 views

Disable Account&Contact autopopulate on Case for Partner Community

Currently when I create a Case using my Partner Community licensed user in our Communities my Contact is set as Contact on Case and my parent Account of that Contact is set as the Account on the Case. ...
2
votes
0answers
721 views

Cannot hide "Attach to Case" action in Article Case Feed tool

In the console, the articles displayed in Articles Case Feed tool has two actions, "Email article as a PDF" and "Attach to Case". I can control the "Email article as a PDF" action by selecting/...
2
votes
1answer
196 views

Is there any way to have a Case workflow rule create a task with WhatID set as the triggering Case's AccountID?

I have a workflow rule on the Case object that is supposed to create a task, but I want to associate the task with the Account that the Case belongs to, not to the Case itself. I have seen that I can'...
2
votes
0answers
389 views

Case comments access level issues

I have created a custom profile in our sandbox, I would like to provide access only to Case object for this profile and no access for case comments.. In the profile object settings, for CASE, i do not ...
2
votes
0answers
391 views

Customer Community Plus Users can not access case sharing

We have a lot of Users in Communities with Customer Community Plus licenses. An error appears if the user want to have access to Case Sharing. With any other license (e.g. Customer Community Partner) ...
2
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0answers
35 views

When users send email from a case it CCs them in, how can I stop this?

We don't need these CC emails going into people's inboxes, but I can't find where to disable them in SF.
2
votes
1answer
1k 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 ...
2
votes
0answers
1k views

Why am I seeing email notifications in a different language?

For some reason, when an external user/customer updates a support case, the email notification I receive is in a different language. As far as I know, I haven't explicitly configured Salesforce to ...
2
votes
0answers
82 views

Case with Milestones and Solution?

I want to create a report having Elapsed Time in my Cases with Milestones report and Solution details? Is there a way to add Solution fields to CAses with Milestones report?
2
votes
0answers
156 views

How to select CaseComment with all comments under it

When you add a CaseComment it shows in Feeds section on salesforce UI You can comment under a CaseComment . I can't select CaseComment(this is a CaseComment 1) with all comments under it(...
2
votes
1answer
458 views

Exclude specific dates from aging formula

I'm trying to come up with a way to exclude specific dates (holidays) from the following formula: IF( IsClosed, CASE(MOD( Opened_Date__c - DATE(1985,6,24),7), 0 , CASE( MOD(Closed_Date__c - ...
2
votes
1answer
791 views

Validation Rule To Detect Translated Picklist Values?

I am trying to create a Validation rule which will stop closing the case when either the Case Type or Subtype is blank. The formula which I have written - AND( OR(ISBLANK(TEXT(Type__c)), ...
1
vote
1answer
33 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
1answer
153 views

Case Assignment Rule not working from Trigger

Has anyone faced the below issue with Assignment rules? We run the case assignment rules from the trigger when certain conditions are met. It works perfectly fine. But in the below scenario it doesn't ...
1
vote
2answers
582 views

Get record type developer name in Flow instead of RecordTypeID

I am creating a flow on EmailMessage object. I want to retrieve the record type name in the flow instead of RecordTypeID. Is there any way to get the name instead of ID?
1
vote
1answer
28 views

Cases created via REST API bypass escalation rules

I noticed that Cases created via REST API bypass escalation rules. It's as if they don't exist when checking in the escalation monitor. Is there a best-practice way to get them to follow normal ...
1
vote
0answers
60 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 ...
1
vote
0answers
142 views

Entitlements and recurring milestone's start time and target time

I am new to entitlements and we are trying to leverage this for our service cloud. My business requirements are as follows: Requirements: Everytime a case status is set to "Response Received"...
1
vote
0answers
87 views

FeedItem Trigger is not executing

I have a trigger in FeedItem which needs to fire when an article is attached to the case. Here is the trigger: trigger FeedItemTrg on FeedItem (after insert, after update) { for (FeedItem fi : ...
1
vote
1answer
63 views

How do I export setup info from one salesforce system and import it into another?

I have created some custom case page layouts that I want to export as a file on my PC. I want to do this to: manage the case type definition with source control deploy on another salesforce server by ...

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