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TMangoTMango 

Case Comment Email Notification

I'm semi-new to SFDC, so please be patient ... :smileyhappy:

 

We have workflow rules that automatically email case comment notifications back and forth between the owner of the case and the Case Team members.  Below are the two rules that we have right now ...

 

AND(ISCHANGED( Last_Comment_Text__c ) ,
Last_Comment_Author__c <> (Submitted_By__r.FirstName + " " + Submitted_By__r.LastName) ,
NOT(ISNULL(Submitted_By__c)))

 

AND
(NOT(ISBLANK(Parent.Originator__c)),
CreatedById <> Parent.Originator__c)

 

The rules work great --- until the request is placed as a result of a phone call and the Submitter field (custom) is the same as the person entering the comment.  I can see where the problem is (first rule), and would like to change it to say "if the last comment author is not equal to CST Case Submitter (a specific role in the Case Team).  However, I can't find the Case Team roles in the list of options --- can anyone help me with this?  Thanks!

BGrimesBGrimes

off the top of my head, could you do something like this (assuming Last_Comment_Author__c is a lookup to User):

 

AND(ISCHANGED( Last_Comment_Text__c ) ,
Last_Comment_Author__c.UserRoleId <> 'XXXXXXXXXXXXX' ,
NOT(ISNULL(Submitted_By__c)))

AND
(NOT(ISBLANK(Parent.Originator__c)),
CreatedById <> Parent.Originator__c)

 

where XXXXXXX is the CST Case Submitter?  It's not a glamorous solution but it'll at least let the author be the subitter if they're in a valid role.