I have made a Process on my SF and I'm having a bit of bother,
What I want it to do is when a case is created check if the case has an account, if it doesnt do nothing.
Then check if the Account has a Notification Contact (custom lookup field). If not again do nothing.
If the Account does have a notification contact the send an email to that contact and our tech support manager using an email alert to let them know a case has been created.
Now when I launched it it worked like a charm if the case did indeed have an account with a notification contact. Unfortunately all other situations caused an error andfailed to create the case at all and notified admin.
Essentially the logic I have for it to check i there is an account and a contact must be wrong. Now I cant say I understand Logic terribly well so bear with me.
Here is my Logic
Start >
Case: Only when a record is created >
Check Account is Null: Conditions are met:
[Case].Account_ID__C / Is null / Boolean / True >
True > dummy action (cause i cant see how to get it to do nothing) > Stop
False >
Check Account has Case Notification Contact: Conditions are met:
[Case.Account.Case_Notification_Contact__c / Is null / Boolean / False >
True > Pull email address from notification contact and add it to hidden field on case (this works) > 1hour later (cant make it shorter) send email alert to contact and select Users (also works fine)
False > Stop
As it succesfully send the email if there is an account and a contact i suspect the bit im getting wrong is how to tell it to juts make a case as normal if there isnt. Hope that all makes sense and someone can help me!
5 risposte
Hi Mark,
Exactly the way to go about it - reverse the logic you originally had. See screenshot below (I used Opportunity as I had a test flow I could edit to hand, but the logic is the same for cases...)
Setting these as your criteria (blue diamond).
[Case].Account_ID__C / Is null / Boolean / False
AND
[Case].Account.Case_Notification_Contact__c / Is null / Boolean / False
You can then create an immediate action - send the email.
Regards the time delay, create a separate process to update the Case.ContactEmail__c field every time an Account is updated to make the Contact field IsNull equals FALSE.
It will then be pre-populated ready for your immediate action above and cut out the need to schedule it.
Best,
Matt
