Background info:
Requirement
Trigger an email to a Case Owner when a Customer completes a survey on a case they supported.
We have a custom object that stores the answers to surveys Customers complete. This custom object has a Lookup field to the Case object.
When a record is written to this custom object I am triggering a workflow using Process Builder.
As part of the Criteria I am checking a field on the Case object that determines which internal team the case was in relation to.
The field is a Formula(Text) Field and stores values:
- Team 1
- Team 2
- Non-Support Case
When it is either Team 1 or Team 2 I want to send an Email Alert to people on Team 1 and Team 2.
Problem
The Criteria check is not working on this field.
The check does not appear to be able to see Non-Support Case as a string of text.
Equally when I set it to check if the field equals Team 1 OR Team 2 it does not work.
Is this due to the fact that the field is a Formula(Text) field in that it is more of a reference field than a physical store of information?
Is there a way for me check against the contents of this field?
If you need any further information please let me know. Any help would be greatly received.
Kind Regards,
Patrick.
3 risposte
Thanks a million for coming back to me!
So this is the field definition on Case
To test this:
These are the values on the Case object at the point in time the record is written to the custom object.
When a record is written to the Custom object If i have the criteria set to look at the field in any manner of the following ways to test:
Support location Contains String Cork - the email does not fire
Support location Equals String Cork - the email does not fire
Support location Does not equal String Non-Support Case the email does not fire.
If i remove this check and add a criteria test Subject Contains Test after updating - the email fires fine.
Performed another test there and set the criteria as Support Location Equals String "Non-Support Case" - and the email fired despite the record above displaying as Cork.
At the point in time the original Case record is written the Support Location is set to "Non-Support Case". Once this is allocated to an agent this is update to "Cork".
Is it possible that the formula field is somehow looking at the original field value and not the one that is on the record at the point in time the case is closed?
Thanks,
Patrick.
