3
This is simply not possible. Case triggers, and all other triggers, fire on changes to Case records or other sObject changes.
You cannot write an Apex trigger that fires on changes to your application's metadata in Setup, such as picklist values. You'll need to approach your broader objective in some other way. For example, you can use the Describe API in a ...
2
You can do like this:-
/lightning/o/Case/new?defaultFieldValues=RecordTypeId=012B0000000RBwHIAW,
AccountId={!Account.Id}&backgroundContext=%2Flightning%2Fr%2FAccount%2F{!Account.Id}%2Fview
2
This is because they're responding directly to the customer email and their email does not yet have a Thread ID that Salesforce uses to keep emails/replies under one case. They're interacting with the email/customer outside of Salesforce and the case.
Salesforce appends an unique thread ID that you can see in Salesforce on the case when you try to respond. ...
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