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Mr SlingMr Sling 

"CreatedBy.Division" - workaround for W2C cases (first 'person' to touch the case)?

We created a custom Case field formula to display "CreatedBy.Division" -- this helps us know which Division (Call Center) created the case.

 

Unfortunately, our W2C cases are stamped with our 'System' user/division.  Any suggestions on modifying this formula to use the Division of the person who later modified or closed the Case?  I was looking to use the ISCHANGED function (similar to Validation Rules), but no dice...

 

Thanks!

Ispita_NavatarIspita_Navatar

Formula fields are not available in workflow fields for criteria setting.

Here is a workaround for that- create another field say "FormulaFinal"  now use a workflow rule to assign the value of your formula field to "FoormulaFinal" whenever a case is created.

Add a trigger whcih on editing of Case will assign the value ModifiedBy.Division to the field "FormulaFinal".

Did this answer your question? If not, let me know what didn't work, or if so, please mark it solved.