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nan_s S-Control to update the Last modified Date with the last comment updated/added date
Our organization uses the case comments field to work cases. The Last Modified Date is only changed when portions of the "header" are updated. Therefore we can not use some of the workflow/escalation rules because we havent updated that data - only case comments. It was suggested to create an s-control in order to update the Last Modified Date with the date of the last comment entered. Can anyone help me or advise?
Thanks.
Hmmm. You have multiple options. I think options 1 and 3b are the best given your situation.
1) Activities, like comments, can be exposed on the self service portal. If you expose activities on the SSP, you can decided which activities are public, or private. This works especially well if you are using email to case, since your emails will show up externally as well if you like.
If you migrate from using comments, to using activities, the "last activity" date on the case records will be updated every time there is an activity. Then you can use time based workflow rules to send notifications, assign tasks, change values, etc... Note that in Winter 07, hourly time based workflow, and workflow that can use formula fields, are expected to be released.
2) if you are using Unlimited Edition, you could have a programmer write some Apex code (an s-control) to automatically update a field on the case record.
3) otherwise, if you must use comments, and you are not on UE, then your options are:
a) write some code using the API, that runs on a web application server, that wakes up every hour (or as often as you like), looks at all the new comments, and updates a field on the case
b)create a link on the case that the support team can manually click on, that re-saves the record, and updates the case last modified date.