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A Trigger to assign the cases to queues.
Hi, everyone. I wrote a Trigger to assign the cases from Origin "Facebook" and "Web Live Chat" to different queues, but what is happening that the cases from the "Facebook" it assigns correctly but the case from "Web Live Chat" it goes to the user who created it. If someone creates it manually it works well but it doesn't when the case created automatically. Here is the code that used:
trigger ChangetheCaseOwner on Case (before insert) {
ID HQId = [SELECT Id
FROM Group
WHERE name=:'HQ'].Id;
ID HKId = [SELECT Id
FROM Group
WHERE name =:'B2C - HK'].Id;
Id INId = [SELECT Id
FROM Group
WHERE name =:'B2C - IN'].Id;
Id MYId = [SELECT Id
FROM Group
WHERE name =:'B2C - MY'].Id;
Id PHId = [SELECT Id
FROM Group
WHERE name =:'B2C - PH'].Id;
Id SGId = [SELECT Id
FROM Group
WHERE name =:'B2C - SG'].Id;
Id THId = [SELECT Id
FROM Group
WHERE name =:'B2C - TH'].Id;
for(Case c : trigger.new)
{
if(c.Origin == 'Facebook') {
c.OwnerId = HQId;
}
else if (c.Origin =='Web Live Chat' && String.isEmpty(c.Description)) {
c.OwnerId = HQId;
}
else if (c.Origin =='Web Live Chat' && c.Description.contains('Country: India')) {
c.OwnerId = INId;
}
else if (c.Origin =='Web Live Chat' && c.Description.contains('Country: Thailand')) {
c.OwnerId = THId;
}
else if (c.Origin =='Web Live Chat' && c.Description.contains('Country: Philippines')) {
c.OwnerId = PHId;
}
else if (c.Origin =='Web Live Chat' && c.Description.contains('Country: Singapore')) {
c.OwnerId = SGId;
}
else if (c.Origin =='Web Live Chat' && c.Description.contains('Country: Malaysia')) {
c.OwnerId = MYId;
}
else if (c.Origin =='Web Live Chat' && c.Description.contains('Country: Hong Kong')) {
c.OwnerId = HKId;
}
}
}
May I suggest you please refer the below link for reference.
- https://success.salesforce.com/answers?id=90630000000DMfkAAG
- https://developer.salesforce.com/forums/?id=906F00000008yd6IAA
Hope it will be helpful.Please mark it as best answer if the information is informative.so that question is removed from an unanswered question and appear as a proper solution.
Thanks
Rahul Kumar
Thank you for the reply but I already read theses posts before I post the question.
The Trigger is working properly if the cases created manually, but the cases created automatically from the "Web Live Chat" it goes to the user who created it, while the "Facebook" cases work well. I'm confused about it.
trigger ChangetheCaseOwner on Case (before insert) {
ID HQId = [SELECT Id
FROM Group
WHERE name=:'HQ'].Id;
ID HKId = [SELECT Id
FROM Group
WHERE name =:'B2C - HK'].Id;
Id INId = [SELECT Id
FROM Group
WHERE name =:'B2C - IN'].Id;
Id MYId = [SELECT Id
FROM Group
WHERE name =:'B2C - MY'].Id;
Id PHId = [SELECT Id
FROM Group
WHERE name =:'B2C - PH'].Id;
Id SGId = [SELECT Id
FROM Group
WHERE name =:'B2C - SG'].Id;
Id THId = [SELECT Id
FROM Group
WHERE name =:'B2C - TH'].Id;
for(Case c : trigger.new)
{
if(c.Origin == 'Facebook') {
c.OwnerId = HQId;
}
else if (c.Origin =='Web Live Chat' && String.isEmpty(c.Description)) {
c.OwnerId = HQId;
}
else if (c.Origin =='Web Live Chat' && c.Description.contains('Country: India')) {
c.OwnerId = INId;
}
else if (c.Origin =='Web Live Chat' && c.Description.contains('Country: Thailand')) {
c.OwnerId = THId;
}
else if (c.Origin =='Web Live Chat' && c.Description.contains('Country: Philippines')) {
c.OwnerId = PHId;
}
else if (c.Origin =='Web Live Chat' && c.Description.contains('Country: Singapore')) {
c.OwnerId = SGId;
}
else if (c.Origin =='Web Live Chat' && c.Description.contains('Country: Malaysia')) {
c.OwnerId = MYId;
}
else if (c.Origin =='Web Live Chat' && c.Description.contains('Country: Hong Kong')) {
c.OwnerId = HKId;
}else{
// my assumption is when there is no match the record is getting assigned to Created User.
// To make sure Just create on record to replicate and see below log is generated in Debug log
// if yes then none of the above condition met and owner assigned to Created User,
// i mean the below printed user will be owner
System.debug('Running User :'+UserInfo.getUserId);
}
}
}
Regards,
Pawan Kumar
System.debug('Running User :'+UserInfo.getUserId());
Thank you for the reply. I tested it and when it doesn't meet the any of the conditions it assigns the case to the user who setup the Social Account Service "Service Cloud". But the strange thing when the case form Facebook it works well but anything else it goes to that user.
Its good to know. Now i am sure either Origin or description is not populated properly when you are not creating it manually. To troubleshoot, please put use below code and see the debug log.
trigger ChangetheCaseOwner on Case (before insert) {
ID HQId = [SELECT Id
FROM Group
WHERE name=:'HQ'].Id;
ID HKId = [SELECT Id
FROM Group
WHERE name =:'B2C - HK'].Id;
Id INId = [SELECT Id
FROM Group
WHERE name =:'B2C - IN'].Id;
Id MYId = [SELECT Id
FROM Group
WHERE name =:'B2C - MY'].Id;
Id PHId = [SELECT Id
FROM Group
WHERE name =:'B2C - PH'].Id;
Id SGId = [SELECT Id
FROM Group
WHERE name =:'B2C - SG'].Id;
Id THId = [SELECT Id
FROM Group
WHERE name =:'B2C - TH'].Id;
for(Case c : trigger.new)
{
// just check all the value printed along with there case sensitivity.
// this way you can easily come to know why it is going to default block.
System.debug('c.Origin:'+c.Origin);
System.debug('c.Description:'+c.Description);
if(c.Origin == 'Facebook') {
c.OwnerId = HQId;
}
else if (c.Origin =='Web Live Chat' && String.isEmpty(c.Description)) {
c.OwnerId = HQId;
}
else if (c.Origin =='Web Live Chat' && c.Description.contains('Country: India')) {
c.OwnerId = INId;
}
else if (c.Origin =='Web Live Chat' && c.Description.contains('Country: Thailand')) {
c.OwnerId = THId;
}
else if (c.Origin =='Web Live Chat' && c.Description.contains('Country: Philippines')) {
c.OwnerId = PHId;
}
else if (c.Origin =='Web Live Chat' && c.Description.contains('Country: Singapore')) {
c.OwnerId = SGId;
}
else if (c.Origin =='Web Live Chat' && c.Description.contains('Country: Malaysia')) {
c.OwnerId = MYId;
}
else if (c.Origin =='Web Live Chat' && c.Description.contains('Country: Hong Kong')) {
c.OwnerId = HKId;
}else{
// my assumption is when there is no match the record is getting assigned to Created User.
// To make sure Just create on record to replicate and see below log is generated in Debug log
// if yes then none of the above condition met and owner assigned to Created User,
// i mean the below printed user will be owner
System.debug('Running User :'+UserInfo.getUserId());
}
}
}
Regards,
Pawan Kumar