Hello Trailblazers,
In the case object the email action has a predefined value in the from field. I am writing a formula to change the default value in the field based on the case record type. We have a lot of org wide email addresses for various reasons. The benefit of the formula is that the user will never need to scroll through a long drop down list of email addresses, and it removes the risk of the user picking the wrong email address.
My formula is working so far
CASE( Case.RecordType.Name,
"Standard","myemail1@kevin.org.uk",
"Support","myemail2@kevin.org.uk",
"Delivery","myemail3@kevin.org.uk",
"Projects","myemail4@kevin.org.uk", "myemail6@kevin.org.uk")
The only problem is that the Projects record type uses 2 different email addresses depending on what is the case group. I know that I need ISPickval I think but I can't get my syntax right to handle this variation.
I want to say
If the record type is projects and the case group is apples then "myemail4@kevin.org.uk" otherwise it is "myemail5@kevin.org.uk" The else condition at the end is all other record types use "myemail6@kevin.org.uk"
How can I amend the formula to achieve this aim?
Thanks Trailblazers
Divya Chauhan 
Forum Ambassador
Hello@Kevin Partington,
Please try,
CASE( Case.RecordType.Name,
"Standard","myemail1@kevin.org.uk",
"Support","myemail2@kevin.org.uk",
"Delivery","myemail3@kevin.org.uk",
"Projects",IF(Text(Case_group__c)="apples", "myemail4@kevin.org.uk", "myemail5@kevin.org.uk"),
"myemail6@kevin.org.uk"
)
