Questions tagged [case]

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

297 questions with no upvoted or accepted answers
Filter by
Sorted by
Tagged with
8
votes
1answer
251 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
1answer
787 views

Visualforce Case Status Closed Values

The Case Status field has several closed values e.g. Closed. Order Complete, Closed. Order Cancelled etc We also have several "Support Processes" defined which select various Case "Status" by Record ...
3
votes
0answers
29 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
0answers
109 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
99 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
60 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
39 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
19 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
235 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
139 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
1answer
306 views

How to change what fields are displayed in the Feed View?

In the Feed View of Account, we see this for all the cases related to the Account: How could we remove the fields 'Status' or e.g. 'Priority' from this mini view? I can't seem to find where to add or ...
3
votes
0answers
576 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
291 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
votes
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
0answers
35 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
12 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
1answer
844 views

lightning-record-edit-form component used in Community returns error: “The requested resource does not exist”

I have created a lightning web component as a form to insert new cases. I use this lightning web component inside a lightning community. Inside my lwc I am using the lightning-record-edit-form ...
2
votes
0answers
198 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
1answer
304 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
2answers
699 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
1answer
1k views

Case response time formula

Currently I have a formula that is supposed to calculate the first response time from when the case was opened. Our support team is available 24/7 so we do not have business hours limitations. ...
2
votes
0answers
67 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
votes
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
43 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
148 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
19 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
201 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
179 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
264 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
445 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
370 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
58 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
671 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
100 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
304 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
361 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
votes
0answers
34 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
77 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
145 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
360 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
591 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
0answers
40 views

the sChanging Case Owner to a Queue manually

I'm using a test user to change the case owner to a queue but when I search for a Queue this is shown. I already created queues and the user is a member of that queue. Any help please? Thank you. ...
1
vote
0answers
17 views

Override standard New Button Behaviour on Case with lightning components

I have 2 Ligtning apps which are accessed by almost same set of users. The ask is to only display Record Types that are relevant to the application the users have logged into. For ex - If a user is ...
1
vote
2answers
111 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 ...
1
vote
0answers
67 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
676 views

Omni Channel Supervisor not showing assigned queues for an agent

We have setup Omni-Channel routing for cases in our ORG. Everything was working fine since last week. But today when we tested- if we add an agent to a queue directly to the queue OR add to a ...
1
vote
0answers
21 views

Remove email Updates on Case Feed

I have an email action on case. When a user sends an email, the details about the email are displayed in the Feed. I would like to remove the details from the feed. Is it possible?

1
2 3 4 5 6