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Topics#Desktop IntegrationPergunta de ManojKumar Muthu
ManojKumar Muthu (Appviewx) perguntou em #Desktop Integration
28 de mar. de 2019, 10:46

Case should not get created when the Routing address is in CC address

Customer use to send email to the routing address and case is getting created, when customer reply to the same email thread to their internal users and move routing address to CC, but here in salesforce a duplicate case is getting created.

 

How to overcome this situtation 
2 respostas
  1. Karthikeyan M
    28 de mar. de 2019, 12:25

    Hi Manoj,

     

    Unfortunately salesforce is yet to provide duplicate management functionality on Case Object. 

     

    https://success.salesforce.com/ideaView?id=0873A000000E6jcQAC

     

    You can try via APEX route in the after insert Trigger block by comparing the subject and the contact, but this might block different cases from the same contact having same subject line.

     

    As an alternative recommendation you can ask the business team to link such similar cases back to the parent case to avoid further user time spent on similar cases.
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