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tlsarna1tlsarna1 

Workflow Filter of Case Owner Profile

HI ... requested this before, but the fix didn't work as expected and I'm hoping that someone may have an answer.  I am trying to build a time-based workflow that will replace a manual process kicked off by reporting.   Currently, we are running a scheduled report to let us know how many cases have not been submitted to our team.  The report filters on:

 

Case Record Type equals XYZ

Closed equals False

Date/Time Created equals > 10 days

Case Owner Profile does not equal TEAM

 

This is working great ... but the process for contacting the requesters is manual and we want to automate it.  The problem is that I cannot find a place in the workflow rule to check the Case Owner Profile.  The last suggestion was to create a new custom formula field that would populate the profile based on the Case Owner, but all I can grab is the Owner ID and can't find a way to capture any other information from that user profile.

 

There are too many people on the team to manage actual names (Case Owner contains) ... is there any other workaround for this?