I have a contact with a related case. I edit the contact and assign it to a new account. The 'Account' attribute of the case doesn't change to the new account. I expected the account attribute to update automatically. It didn't, though as I write this I can see how some users might prefer the default behavior. Question 1: Is this working as desired? Question 2: Is there any other way anyone can think of to change this other than to make a trigger on Contact that updates all the related cases? I can do that, but I prefer to keep things simple and use built-in functionaltiy where possible. Cheers

Here's what I want to accomplish:  Configure inbound email handling so that my customers can reply by email to case comment notifiications and have their reply go into the case as a new case comment.  I want them to be able to just hit 'reply', type their message, and send it.

 

I've written the class to handle the incoming email and it's working fine.  The case notification contains a token that my class looks for so that it knows which case to add the comment to.

 

The problem is that the case notification emails I send need a replyTo address equal to the address that Salesforce gives me for the inbound email address.  It appears that this is more difficult than it should be.

 

-If the contact has a corresponding selfserviceuser enabled, then the replyTo address is the one configured in my SelvService settings (setup - configure - self-service - self-service portal - settings - edit).  If the contact does not have a corresponding selfserviceuser enabled, then the replyto address is the email address of the user who updated the case.

 

One idea is just to make sure my contacts are enabled for self-service when they open a case.  I thought I would write a trigger that enabled contacts for self-service when they open a case but that didn't work because apparently I can't create a self-service user in Apex.

 

All I want is to make it so any time a case is created or commented on, the contact gets an email that is from an email address that I can configure (like caseupdates@domain.com) so that their replies can be sent to the inbound email handler.

 

I can think of a couple of unsavory workarounds (I could enable all my contacts for self-service using the web services API, and then constantly check for new contacts and enable them with a script that runs every hour.  I could use a workflow rule to send an outbound SOAP message to another server and send the notification email from there.) I really want a solution native to Salesforce though.

 

There's probably some easy way to deal with this.  Should I be looking more at email2case?  I don't want to create cases by email.  I only want to enable customers to update existing cases.

 

 

I have an APEX Trigger that runs when a Task is created/updated, so it can update the related Case. 

 

Somehow, the trigger is causing the Case Assignment Rules to re-fire, but I don't know what.  Any thoughts?

 

 

 

trigger caseLastActivityDate on Task (after insert, after update) { Map<String, Task> tMap = new Map<String, Task>(); for (Task t : System.Trigger.new) { String whatId = t.WhatId; System.debug('whatId is ' + whatId); if(whatId <> null && whatId.startsWith('500') == true) { Case c = [select Id from Case where Id = :whatId]; if(c.Id <> null) { c.Last_Activity_Date__c = t.LastModifiedDate; update c; } } } }

 

 

 

The Round Robin is working perfectly BUT, it needs load balancing capabilities. Case Assignment is static and goes ring around the posy but if sme reps get harder cases or cases that take longer to close and other Reps get easy cases then it is not fair in case assignment.

 

Intelligence of Case Load Balancing would be a beautiful addition to this app.

 

Not a developer in the least- Is this something hard to accomplish?

Here's what I want to accomplish:  Configure inbound email handling so that my customers can reply by email to case comment notifiications and have their reply go into the case as a new case comment.  I want them to be able to just hit 'reply', type their message, and send it.

 

I've written the class to handle the incoming email and it's working fine.  The case notification contains a token that my class looks for so that it knows which case to add the comment to.

 

The problem is that the case notification emails I send need a replyTo address equal to the address that Salesforce gives me for the inbound email address.  It appears that this is more difficult than it should be.

 

-If the contact has a corresponding selfserviceuser enabled, then the replyTo address is the one configured in my SelvService settings (setup - configure - self-service - self-service portal - settings - edit).  If the contact does not have a corresponding selfserviceuser enabled, then the replyto address is the email address of the user who updated the case.

 

One idea is just to make sure my contacts are enabled for self-service when they open a case.  I thought I would write a trigger that enabled contacts for self-service when they open a case but that didn't work because apparently I can't create a self-service user in Apex.

 

All I want is to make it so any time a case is created or commented on, the contact gets an email that is from an email address that I can configure (like caseupdates@domain.com) so that their replies can be sent to the inbound email handler.

 

I can think of a couple of unsavory workarounds (I could enable all my contacts for self-service using the web services API, and then constantly check for new contacts and enable them with a script that runs every hour.  I could use a workflow rule to send an outbound SOAP message to another server and send the notification email from there.) I really want a solution native to Salesforce though.

 

There's probably some easy way to deal with this.  Should I be looking more at email2case?  I don't want to create cases by email.  I only want to enable customers to update existing cases.

 

 

Hi all,

I have created my own SelfServiceUser portal where our customers can create and manage their requests.
But in Salesforce the requests' comments create by our customers in our own portal don't appear correctly.
Indeed the author of the comment is not the customer but the user I use to access API.
Can I do something for this ?
Thanks

CletteBou