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TMangoTMango 

Workflow Rule to Send Closed Case Notifications

I have a rule written that will notify users when a case is closed, based on specific criteria.  However, it doesn't appear to be working ... at least not all the time.  I have a feeling it is the IsClosed function --- does anyone know if this works in Workflow Rules?  Did I use it right?  Does it matter if the record goes through an approval process at all?  Because these are the records that don't seem to work ....

 

As a note ... I know I could probably add every closure status, but because we have multiples (and others may be added in the future), I would rather have a generic "Is this a closed case" option.

 

It should:

1./  Send if it is a closed case on record type 0124000000012xH where either the business unit of the submitter is GIPS or the status reason is not GIPS Resolved.

 

2./  Send if it is a closed case on any of the below record types where either the business unit of the submitter is The Bridge, the status is Rejected or the status is Unable to Complete.    

             012400000001335

             0124000000012vQ

             01240000000134S

             01240000000130z

             012400000001314

 

3./  Send if it is a closed case on any of the below record types (any status or business unit)

             0124000000012yt

             0124000000013P6

             0124000000012xC

             012400000001330

             0124000000012uX

Here's the code I'm using .... please let me know what I'm missing.

 

 

OR ( 

         AND ( $RecordType.Id = '0124000000012xH',
                     IsClosed,
                     OR (ISPICKVAL( Submitted_By__r.Business_Unit__c, "GIPS"),
                             NOT (ISPICKVAL( Status_Reason__c , "GIPS Resolved")))),
 
         AND ( IsClosed,
                    OR ($RecordType.Id = '012400000001335',
                            $RecordType.Id = '0124000000012vQ',
                            $RecordType.Id = '01240000000134S',
                            $RecordType.Id = '01240000000130z',
                            $RecordType.Id = '012400000001314'),
                    OR (ISPICKVAL( Submitted_By__r.Business_Unit__c, "The Bridge"),
                            ISPICKVAL ( Status, "Rejected"),
                            ISPICKVAL ( Status, "Unable to Complete"))),

          AND ( IsClosed,
                     OR ($RecordType.Id = '0124000000012yt',
                             $RecordType.Id = '0124000000013P6',
                             $RecordType.Id = '0124000000012xC',
                             $RecordType.Id = '012400000001330',
                             $RecordType.Id = '0124000000012uX')))

Best Answer chosen by Admin (Salesforce Developers) 
forceCertified.RnelsonforceCertified.Rnelson

Can you show the system log of what happens in workflow steps when one of those reaches that step. 

 

The code looks like it should work.  In the case that it doesn't. You could use send the email alert as a piece of the approval process.

 

All Answers

forceCertified.RnelsonforceCertified.Rnelson

Can you show the system log of what happens in workflow steps when one of those reaches that step. 

 

The code looks like it should work.  In the case that it doesn't. You could use send the email alert as a piece of the approval process.

 

This was selected as the best answer
SporterSporter

Have you checked the status you are using are marked as "Closed" status in the picklist field?
TMangoTMango

THANKS!  Believe it or not, I woke up in the morning, thinking the same thing!  Although the case status is set to Closed on approval, I think that because the approval process does the closure of the case as part of that process, the case isn't actually edited and saved ... so the Workflow Rule never fires off.  I am going to add the email as part of the Approval Process. 

 

Thanks again!