How do I create a formula to send email upon Case Creation?

Question

I have a scenario whereby I would liek to send an email to the Related Case Contact upon creation of a Case. Usually, this is straightforward and can be achieved using Support Settings or a simple Workflow/Email Alert combo. However, as we raise Cases slightly differently (using a flow) it's not this simple.

I currently have the Workflow/Email Alert set up to send the email when a Case is created. However, as the Case is created via the flow and not when entering the final detail, the alert does not work.

The alert does work however, if I use a formula. I currently have this working using the following formula;

CreatedDate <= Now()

I would like to enter another criteria 'IsVisibleInSelfService = True'. Basically, I want the email to send to a client upon Case creation providing the IsVisibleInSelfService checkbox is checked.

If anyone could help with this relatively simple formula, I would appreciate it.

Thank you! :-)

Sunil Sarilla · Accepted Answer

Hi Lee,   Where are you writing this formula?   Please try the below AND( CreatedDate <= Now(), IsVisibleInSelfService )

Sunil Sarilla · Answer

Hi Lee,   Please try the below AND( CreatedDate <= (Now()-0.000694), IsVisibleInSelfService ) 0.000694 is 1/24*60

How do I create a formula to send email upon Case Creation?

Data Management

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