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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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14 votes
4 answers
20k views

Visibility of cases for Community end users

We have created a community for end users to be able to add, update and see their own cases. The end user is able to create their cases just fine however when one of the agents takes ownership of ...
Miroslava Viveros's user avatar
13 votes
2 answers
3k views

How do I set DML Options when using the REST API?

My question is nearly identical to an existing question. To summarize the problem, my case owners aren't receiving an e-mail notification when a new comment is added to their cases. Please view the ...
Justin Helgerson's user avatar
11 votes
1 answer
42k views

How do I determine if the case owner is a user or queue in process builder?

I'm using the process builder to create a task and assign it to the case owner. If the case owner is a queue then creating the task fails with the following error: FIELD_INTEGRITY_EXCEPTION: ...
Justin Helgerson's user avatar
9 votes
1 answer
279 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?
user7671's user avatar
  • 141
8 votes
1 answer
8k views

How can we retrieve "Case Status" picklist values marked as "Closed" in setup?

I've marked multiple Case Status picklist values as "Closed", and now I want to access only those picklist values which are marked as Closed in Apex class. I tried looking for this in documentation ...
VarunC's user avatar
  • 5,980
8 votes
2 answers
6k views

Is it possible to modify Chatter Email Notifications?

We have now implemented Communities for most of our customers. Therefore we are using Chatter instead of Case Comments and are considering if / how we could customize the automatic Email Notification. ...
Franziska Lohmann's user avatar
7 votes
3 answers
9k views

Substring Error - Ending Position Out Of Bounds

I am trying to copy a Rich Text Field (32k) into multiple Rich Text Field (2k). I get this error: System.StringException: Ending position out of bounds:2000. Code trigger UpdateCaseResponse on ...
Khyber's user avatar
  • 352
7 votes
3 answers
11k views

Figuring out what flow the flow ID corresponds to?

I'm getting occasional emails that my Web-to-Case is failing in a manner related to the flow with an ID of 301U0000000Cxwl. How can I determine what flow this is? Also, I haven't had any changes in ...
AKor's user avatar
  • 473
7 votes
2 answers
11k views

Retrieving an image from rich text field?

Have a rich text field called - snapshot__c which has image in it. This field is inside custom object called obj__c. obj__c has another field case__c using lookup in it. On a Vf page, I'm selecting ...
Viraj's user avatar
  • 548
7 votes
1 answer
5k views

Restrict Users to Find and Access a specific Case Record Type

I've created public groups and sharing rules in order to give access rights to the "Y" profile to A, B and C case record types. The user that has profile Y assigned cannot find, access and view "D" ...
Barbara Moraes's user avatar
6 votes
2 answers
7k views

Case Assignment Rule workaround

Background I have an org where there are account teams. An account has a lookup field to a user that is the Customer Advocate for that account. I have triggers that add/edit/delete account team ...
Chris Duncombe's user avatar
6 votes
2 answers
662 views

Prevent users from directly creating cases of a certain record type

I have many different record types for cases. Some cases are special cases that can ONLY be created through a certain action on a VisualForce page. I don't want users to create them directly through ...
Mehdi Maujood's user avatar
6 votes
4 answers
690 views

Why should a Sharing and Visibility Designer split an account instead of reviewing the sharing rules for a UNABLE_TO_LOCK_ROW error?

From the Salesforce Certified Sharing And Visibility Designer exam guide: Universal Containers has successfully implemented a large Service Cloud rollout for their national call centre 3 months ...
Renato Oliveira's user avatar
6 votes
1 answer
3k views

Prioritizing Cases Using Entitlements / Case milestones

I have currently set up Entitlements to manage a few SLAs: First Response Time (time to get a response to the customer for the first time) Relief Time (time to get a proposed solution to the customer)...
techbusinessman's user avatar
6 votes
2 answers
2k views

Cases related list on Opportunity for person account shows the same cases

I wanted to have an ability to associate an case with an opportunity. So i created a lookup field on cases to opportunity and added the cases related list in opportunity page layout. The issue i am ...
Prady's user avatar
  • 12.3k
6 votes
1 answer
2k views

Subject line Chinese Character issue in Salesforce

Thanks in advance, I am sending an email from IBM Notes to Salesforce queue(Ex:[email protected]) with Subject line Chinese Character and the body content also Chinese character only. But after creating ...
Sathish's user avatar
  • 61
6 votes
2 answers
2k views

Calculating Case Due Date excluding weekends and holidays - looking for non coded solution

I am searching for a non code way of getting to this; Calculating Case Due Date excluding weekends and holiday I have a formula which calculates due date excluding weekends, this works great. I ...
Michael Gill's user avatar
  • 2,202
5 votes
3 answers
28k views

List sorting by custom field

I dont know how to sort a list of SObject Case. I have a List<Case> newCases which i iterate over in for cycle, where i save Cases to my new List<Case> casesList. for (Case newCase : ...
David's user avatar
  • 309
5 votes
3 answers
9k views

Case Comment error STRING_TOO_LONG, Body: data value too large

I am facing the issue on the case comment size. There is an inbound email handler which creates a case comment on a specific case record based on the incoming email body. Sometimes its giving error - ...
Angad P's user avatar
  • 336
5 votes
1 answer
15k views

SOQL - Obtaining Record Type Name

We have several record types in our Case implementation. I am able to get the record typeid only with the following. SELECT Id,RecordTypeId FROM Case If I try this, it is giving me an error. ...
Varun's user avatar
  • 3,103
5 votes
3 answers
3k views

Is it possible to insert or update CaseFeed object?

I'm trying to insert a CaseFeed item under a Salesforce Case through the API and I kept getting back the following error: message: 'entity type cannot be inserted: Case Feed', errorCode: '...
Dewei Chen's user avatar
5 votes
4 answers
12k views

"Required field missing: PicklistMasterId" error when deploying a path from a sandbox to another

When deploying a case path assistant from a sandbox to another I'm getting an error when deploying the package: Required fields missing: [PicklistMasterId] We have deployed all fields being used in ...
Renato Oliveira's user avatar
5 votes
2 answers
2k views

How do you undelete a record?

I have accidentally deleted a support ticket within the salesforce support page. There is a message saying I can recover it from the recycle bin, however I am unable to find it. The record you ...
spuder's user avatar
  • 349
5 votes
3 answers
699 views

How to measure the time to create a record in the UI?

I need to measure the time it takes since the user clicks on the "New" button until the record is saved. I only need to measure this for cases and on the standard page layout in the Salesforce ...
PepeFloyd's user avatar
  • 8,011
5 votes
1 answer
8k views

Record type selection screen is not shown prior to case creation

we have multiple record type for cases. Before case creation a screen is shown where a user has to choose a record type (i guess its a Salesforce default screen). The problem we are currently facing ...
Andree Wille's user avatar
  • 2,292
5 votes
2 answers
3k views

Case creation in Lightning - Send notification email to contact option not sending email when Process updates record

Asking here to see if anyone knows about this interaction, and hoping to avoid initiating another month or more of frustration trying to work through Salesforce's Customer Support. The situation is as ...
Derek F's user avatar
  • 62.5k
5 votes
2 answers
3k views

Adding validation rule to Close Case standard button

I have a requirement where a user should not be able to close a case if the case owner is a queue. For that I have added a validation rule which goes like this BEGINS(OwnerId, "00G")&&...
Yash Mehta's user avatar
  • 1,515
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 ...
MoreThanWYSIWYG's user avatar
5 votes
2 answers
12k views

Salesforce Case integration via REST API

I'm pretty new to the Salesforce REST API, and where do I find documentation or a resource on how to create a case in Salesforce using their API?
Peter Indiola's user avatar
5 votes
3 answers
5k views

Changing owner overrides sharing

I have a case record which I have shared with few other users manually. But when owner of the case is changed/assigned to a sales rep then all those sharing goes away and default sharing applies. Has ...
doga's user avatar
  • 4,575
5 votes
1 answer
2k views

Spring 20 - Validation rules that use "$UserRole.DeveloperName" are triggering when they should not

After the Spring 20 release my validation rules that make use of the field "$UserRole.DeveloperName" are triggering when they should not. I'm currently trying to create a case from a community (with ...
Giulia Mascagni's user avatar
5 votes
1 answer
2k views

How can I know if a case has unread emails?

I've been thinking about using the "Status" field on EmailMessage for this. However I noticed that when the user accesses the email page the record has its status updated from 0 to 1 (unread to read), ...
Renato Oliveira's user avatar
5 votes
2 answers
242 views

Case Comment component missing in Force.com IDE

I just installed the Force.com IDE because I needed to search my Apex code and workflow rules (which you're unable to do in Salesforce). I noticed the Case Comment workflow component isn't being ...
Justin Helgerson's user avatar
5 votes
1 answer
3k views

Can I allow community users within the same account to view cases created by their colleagues?

Is there an option to allow users to view cases created by their colleagues? In other words, if [email protected] opens a ticket but later goes on vacation, can [email protected] be able to see the ticket ...
Mike B's user avatar
  • 369
5 votes
1 answer
4k views

Customer Portal New Case comment notification not working

Working in an org where they are still using the customer portal and are not ready to switch to communities. I have enabled the setting in the Support settings for the cases, as well as the template ...
Chris Duncombe's user avatar
5 votes
6 answers
7k views

Sending case emails from queue email address by default

Salesforce sets the from address as each users own address by default. This means that responses from the clients go to the users own mailbox, not salesforce. Instead, we would like the from address ...
Logan Moore's user avatar
5 votes
2 answers
2k views

Can Cases associated with Contacts via Contact Roles display on the Cases related list on the Contact record?

I have enabled the "Contact Role" related list on both Opportunities and Cases. When I add a contact, and specify a role for an Opportunity, the corresponding related list on the Contact's record (...
rahi's user avatar
  • 407
4 votes
2 answers
20k views

Retrieve a list of Cases from Accounts SOQL

I am trying to get a list of all Accounts with their related Cases. There is a lookup on the Case object to Account (AccountId). Right now I have to do two queries: List<Account> stores = [ ...
Austin Nelson's user avatar
4 votes
2 answers
9k views

Case Save and Close button in Lightning Experience

We use Save & Close button while creating a case so basically we are creating and closing the case at the same button. But I can't seem to find this button in LEX. Whats the solution here please ...
user2790625's user avatar
4 votes
1 answer
570 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?
Juris Upenieks's user avatar
4 votes
1 answer
665 views

How to specify comment case owner

I am new using salesforce and I already created my case, and now I need to create comments from customer and customerSupport(both), but when I try to specify that in soap API like this: https://xxxx/...
user63305's user avatar
4 votes
1 answer
4k views

Invalid field RecordTypeId for SObject Case

This evening I finally started working on an Apex Specialist Superbadge. I followed all the steps to prepare the developer org and started coding, however, I can't compile my code due to this weird ...
smukov's user avatar
  • 5,603
4 votes
1 answer
178 views

Custom Button Issue

Is this correct way ? I am trying to "View all cases which are related to the Contact I have on my current Case" (Sibling Cases - Case records who shares same Contact as parent/lookup). Example : ...
Salesforce Steps's user avatar
4 votes
1 answer
1k views

Is there an easy way to change the WYSIWYG editor for sending emails?

I've noticed that the WYSIWYG editor for sending HTML emails in a SalesForce case is dated (doesn't support keyboard shortcuts, doesn't support text indentations, doesn't support font styles/headers ...
Mike B's user avatar
  • 369
4 votes
4 answers
27k views

Case default owner is overriding specified case owner

We have third party form builder tool called Wufoo that creates records on a custom object when a form is submitted. If certain criteria applies, we trigger a case creation and specify who the case ...
Matthew Mitchener's user avatar
4 votes
1 answer
2k views

Metadata - Case Search Layout

In our project we have made couple of changes in the Search Layout of Case object. Can anyone tell me where the metadata reside for this Search Layout in package explorer (Eclipse) hierarchy ? I did ...
Varun's user avatar
  • 3,103
4 votes
1 answer
191 views

DescribeFieldResult .IsCascadeDelete()/isRestrictedDelete() don't return the correct value for Opportunity.AccountId/Case.AccountId fields

In Case Object there is a "special" lookup field to Account, with the API Name AccountId and Label Account Id (btw in the UI we see Account Name as the field's label which is the name we ...
SFAxl's user avatar
  • 41
4 votes
3 answers
8k views

Spring 20 An error occurred while trying to update the record

Over the weekend our sandbox was updated to the Spring 20 release. We have a custom Aura component which is used to create cases. When attempting to submit a case after the release update we see the ...
Salesf0rce's user avatar
4 votes
1 answer
2k views

sfdx Sharing Settings scratch orgs

We use in our org case sharing (Setup-->Security Controls-->Sharing Settings-->Case (Default Internal Access From Public Read/Write/Transfer to Private)) Wa want this sharing settings in place when ...
abdel's user avatar
  • 147
4 votes
1 answer
7k views

How to remove Post and Poll from Salesforce Case Chatter tab in Lighthing Experience?

Firstly, I don't understand why Salesforce would think that people want to use Chatter in cases. Are people doing this these days? What possible use or benefit does this offer in the real world? (this ...
Swisher Sweet's user avatar

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