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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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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?
user7671's user avatar
  • 141
4 votes
0 answers
433 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 ...
hamayoun's user avatar
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3 votes
0 answers
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Why I can not retrieve Case.RecordTypeId as custom field in package.xml in VScode?

I am trying to understand where i can find/locate the help text added for Case.RecordtypeId field on case in my package(VScode). I am trying to retrieve it with record type and object, but I can not ...
Mrinal Sharma's user avatar
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 ...
SFDC FORR's user avatar
3 votes
0 answers
354 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'...
user2610036's user avatar
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3 votes
0 answers
154 views

Is there a standard lightning solution to email all contacts from a case?

What is the Lighting standard solution to email all or selected contacts from the contact roles list on a case? In classic, the contact roles list has a standard send an email button. When pressed, ...
Alexis Kasperavičius's user avatar
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 ...
dacology's user avatar
  • 2,992
3 votes
0 answers
219 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 ...
Chris Mullins's user avatar
3 votes
0 answers
159 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' !=...
Michael Duplessis's user avatar
3 votes
0 answers
184 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, ...
Lance Shi's user avatar
  • 13k
3 votes
0 answers
47 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 ...
Edmondo's user avatar
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3 votes
0 answers
29 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 ...
Bartley's user avatar
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3 votes
0 answers
380 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 ...
Ben Bromberg's user avatar
3 votes
0 answers
654 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 ...
georg w.'s user avatar
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3 votes
0 answers
180 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. ...
erikduvet's user avatar
  • 265
3 votes
0 answers
446 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, ...
Seesh's user avatar
  • 754
3 votes
0 answers
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 ...
madballoonist's user avatar
2 votes
0 answers
56 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 ...
Ron Van Aken's user avatar
2 votes
0 answers
43 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 ...
Sander de Jong's user avatar
2 votes
1 answer
147 views

If parent case is closed, close all related child cases - using flow builder

Trying to do this with flow builder. Related cases are not being closed if I close a case. I need to also send a notification to the case manager when the child cases are closed. Please help.
Ft2711's user avatar
  • 45
2 votes
1 answer
2k views

Customer Portal (Experience) User Can Upload Files to Case yet Cannot View Files Uploaded to Case by Salesforce User

Our Customer Portal (Experience) users are able to upload files to a case, yet they cannot view files uploaded to a case by an internal Salesforce user. I have enabled the 'Let customer users access ...
PowerUp's user avatar
  • 97
2 votes
1 answer
685 views

Email-to-case - Filtering sender email based on record-types

I've configured 2 routing addresses on the Email-to-Case : "Test A" and "Test B". And I've assigned them to 2 differents Case recordtypes : "RT Test A" and "RT Test ...
kabrice's user avatar
  • 129
2 votes
0 answers
712 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 ...
Chandrew's user avatar
2 votes
0 answers
1k 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 ...
gvgramazio's user avatar
2 votes
1 answer
391 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 ...
Abhiram Sheshadri's user avatar
2 votes
2 answers
2k views

Pre-Define value for ToAddress When Sending email from Case - Email Action?

I am working on the on service cloud so it is very important for our agents to send email from case and they always use it to send emails. For that I have created email action and added this to ...
Krishna Bidwai's user avatar
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 ...
Akhilesh's user avatar
2 votes
0 answers
729 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 ...
Andrii Muzychuk's user avatar
2 votes
0 answers
855 views

Email send through apex trigger are not showing in case feed at case console

I am sending an email message to the case contact after creating the case. I am sending this Email through apex trigger.But this email message is not shown in console case feed. I am sending another ...
user49343's user avatar
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 ...
Prashant R.'s user avatar
2 votes
0 answers
74 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 ...
Julian's user avatar
  • 33
2 votes
0 answers
3k 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 ...
Mossi's user avatar
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2 votes
0 answers
50 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 ...
Ben Plunkett's user avatar
2 votes
0 answers
96 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
r0bb077's user avatar
  • 155
2 votes
1 answer
192 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 ...
Eyal Eizenberg's user avatar
2 votes
1 answer
80 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 ...
Glenn Nyhan's user avatar
2 votes
0 answers
260 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 ...
force007's user avatar
  • 551
2 votes
0 answers
495 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 ...
Hasantha's user avatar
  • 2,045
2 votes
1 answer
531 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 ...
Lourdes Montero's user avatar
2 votes
0 answers
885 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 ...
Salesforce Steps's user avatar
2 votes
0 answers
386 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 ...
Claus Machholdt's user avatar
2 votes
0 answers
777 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/...
Seesh's user avatar
  • 754
2 votes
1 answer
233 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'...
OBerm's user avatar
  • 1,234
2 votes
0 answers
495 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 ...
user5352's user avatar
  • 1,675
2 votes
0 answers
511 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) ...
Franziska Lohmann's user avatar
2 votes
0 answers
62 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.
OrangeGobbo's user avatar
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 ...
Leo Klopsis's user avatar
2 votes
0 answers
2k 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 ...
Mike B's user avatar
  • 369
2 votes
0 answers
106 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?
KLab's user avatar
  • 177
2 votes
0 answers
236 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(...
frank's user avatar
  • 31

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