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FrankF
Case Comments Updating the Last Modified Date on a Case
We currently use SFDC to track Support cases at our company and we're using a pretty stock Case tab. When editing the Case details, upon saving the record, the Last Modified date is updated as expected. However, the support engineers are very fond of using a related list - Case Comments to continually add comments to the case. They like that each Comment is encapsulated by itself (as opposed to a giant scrolling textbox) which keeps track of who when and what was happening. However, they'd like the Case Detail last modified date to be updated each time a comment is updated or created.
In talking with Basic support at SFDC, they didn't think this was possible. One solution that I could think of is to write some sort of scheduled job outside (like .NET) of SFDC that periodically checks all the cases and then update the last modified date of the Case detail if the max(last modified) field of any related comment is greater than the last modified date of the case detail. However, before going this route, I was wondering if there was another method that others have used that I haven't found in my (so far in vain) searching on the web.
I'm also questioning if I can/should be able to directly modify the last modified date field in the case details table in sfdc.
Thanks in advance,
Frank.
All Answers
The standard Case field "Internal Comments" may be your solution. It is a "special" Salesforce field.
On a Case edit page, when you enter text into the standard Case field "Internal Comments" and then save the Case record, the "Internal Comments" entry is transferred to an entry in the Case Comments section. Because you have to "edit" a Case to do this, the Last Modified Date is then updated.
Hope that helps!
Oops, my bad. Misunderstood you.
I've sent the suggestion to our support engineers. Their continued resistance to using the Case Details edit is now that other things might accidentally get changed. However, I think they can be a little careful and the internal comment field should work.
Thanks a ton for the help.
Frank.
Mark,
Thanks for the info. I'll see what becomes available this coming release. Maybe I'll see you at one of SFDCs dev meetings.
Best regards,
Frank.
Use the workflow on Case Comments to stamp a custom field on the Case.
1. Create custom field on case, format date/time
2. Create a workflow on case comments, on creation only would be sufficient.
You can exclude anyusers or profiles like automation users or portal users if you dont want to include that.
3. Create a field update that uses a formul: Now()
That will do the trick.
Kim