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Daniel Wretman
origin of case comment
Hi
I have got stuck in a process where cases should be opened on new case comments but only on some criteria, listed below:
1. Open if comment is from a customer
2. Do not open if comment is posted by a support engineer
3. Do not open if the comment is made by a flow
I seem not to be able to filter out the different user types and the case is opened regardless of who the user is. I have tried using the field
HasCommentsUnreadByOwner
but this does not take in consideration which type of user made the comment. How can I get a process builder to look at the user type for this?
I have got stuck in a process where cases should be opened on new case comments but only on some criteria, listed below:
1. Open if comment is from a customer
2. Do not open if comment is posted by a support engineer
3. Do not open if the comment is made by a flow
I seem not to be able to filter out the different user types and the case is opened regardless of who the user is. I have tried using the field
HasCommentsUnreadByOwner
but this does not take in consideration which type of user made the comment. How can I get a process builder to look at the user type for this?
You can create a CustomLabel to add all the profiles related to 'Customer' comma-separated and check if the current user profile is among the values.
If yes, Open
If No, No change needed