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I have a custom workflow for converting email to case, where I want the Regarding-object from the email to be the customer-object in the case.
This is for internal company use, so I've made sure the regarding-field contains a contact.
Still I get the message "The case is missing a customer" even if I have mapped in Regarding from email in the customer field of the case.
This is the error:
And this is the mapping in the workflow:
I'm a bit confused about the whereabouts of all the related objects in the workflow builder. Which object should I use for Customer when all I have is an email and a new case?
And I want the contact in Regarding to be the customer in the case?
Regards,
John Martin
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Sorry, case solved. The case was trying to be created in the inbound rule of the queue and at that time the Email doesn´t exist in CRM. Hence no regarding field and contact as well.
Hi,
tried both:
1: Success - used the same account for customer in case as set to "Regarding" in email
2: Success - Hardcoded same account for customer in the workflow for creating case
As I mentioned, I don't quite understand which of the selectable values in the workflow editor returns valid objects i.e. as an account. Are there any documentation available for that purpose?
Regards,
John Martin
Hi John,
Before narrowing down issue, can you check following things
1. Create case manually with same details and see if its throwing any error?
2. In the workflow builder once hardcode some customer and try to create.
am just suspecting is it something to do with the customer you are trying. so please once try these options.
Note: In case my answer helped you. Kindly mark it as verified.
Warm Regards,
Pavan Kumar Garlapati
Follow my Blog: https://pavankumargarlapati.wordpress.com
Hi There,
Could you please check once where regarding object is either contact or account only ?
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