I would like to create a Workflow Rule which creates a Task when a Public Case Comment is added.
I have a custom field (Lookup) called Case_Worker_New__c. I would like the Workflow Rule to create a Task for the Case Worker when a Public Case Comment is added by a User who is not equal to the Case Worker (any other internal or external User).
I have started by creating a Workflow Rule on the Case Comment object but I am unsure how to write the above as a formula so any help would be hugely appreciated.
Summary;
If public case comment is created by someone other than the case worker, then task should be created for the case worker to review the case comment.
STEP 2
I also then wish to create a Task for the Account Owner, if the the Account is Account Managed. There is a field on the User object called Team__c. If the Account Owner's User Account Team field equals Commercial Account Management Team, English Public Sector Account Management Team, Intermediary Account Management Team or Scottish Public Sector Account Management Team, then I would like a Task to be assigned to them also. I guess this is a little more difficult.
Summary;
If public case comment is created by someone other than the case worker, then task should be created for the account owner IF the Team field on their user profile page equals Commercial Account Management Team, English Public Sector Account Management Team, Intermediary Account Management Team or Scottish Public Sector Account Management Team, to review the case comment.
2 respuestas
Hi Lee,
First things first, you cannot relate a Task to CaseComments object as activities are not supported for that Object.
Secondly, you will need to use Process Builder to assign the Task to a Custom Lookup field (assuming its looking upto User object)
You could create a process on Case Comment and create a task but you will need to relate the task to Case Object.
is Case Worker New a field on Case Object?
