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Case management App forcetalks

Case Management AppExchange App FAQs

Hi There,

We have some frequently asked questions related to our AppExchange app called Case Management App. Please have a look below issues if you are facing any issue related to our app.

#1. Case Merge Issue - Implementation restriction: FeedItem requires a filter by Id

Description: When I am trying to merge two cases in the Case Management App, I am getting below error.

Answer:

When you are using Case management app, you need to give some profile base permissions in your org. This profile permissions will be set for those users who need to work on the Case management app.

You need to give “View all” permission of that user’s profile who is working on the Case management app and you also need to give all CRUD (Create, Read, Update/Edit, Delete) permissions for the same profile for below custom objects, which is related to this app. You need to give FLS(Field level permission) permissions for below object’s all fields i.e. read and update.

Object name:

Standard Field-Level Security

  • Case
  • Email Message

Custom Field-Level Security

  • Business Hours Case Flag
  • Case Flag Information
  • Case Flags History Tracking

#2. Insufficient Access Right issue while splitting a case in Case Management App

Description: When I was trying to split a case into another case, I am getting below error.

Answer:

When you are using the Case management app, you need to give some profile base permissions in your org. This profile permissions will be set for those users who need to work on the Case management app.

You need to give “View all” permission of that user’s profile who is working on the Case management app and you also need to give all CRUD(Create, Read, Update/Edit, Delete) permissions for the same profile for below custom objects, which is related to this app. You need to give FLS(Field level permission) permissions for below object’s all fields i.e. read and update.

Object name:

Standard Field-Level Security

  • Case
  • Email Message

Custom Field-Level Security

  • Business Hours Case Flag
  • Case Flag Information
  • Case Flags History Tracking

#3. Case Management App Set flag and Clear flag are not working in my org

Description: I installed Case Management App and followed the instructions to configure the app as described in the installation guide. However, Set flag and Clear flag are not working in my org.

Answer:

When you are using the Case management app, you need to give some profile base permissions in your org. This profile permissions will be set for those users who need to work on the Case management app.

You need to give “View all” permission of that user’s profile who is working on the Case management app and you also need to give all CRUD (Create, Read, Update/Edit, Delete) permissions for the same profile for below custom objects, which is related to this app. You need to give FLS(Field level permission) permissions for below object’s all fields i.e. read and update.

Object name:

Standard Field-Level Security

  • Case
  • Email Message

Custom Field-Level Security

  • Business Hours Case Flag
  • Case Flag Information
  • Case Flags History Tracking

#4. Case Management App update from AppExchange is not working, says - URL No Longer Exists

Description: I have attempted to update the app, but am experiencing the following issue when attempting to login to the AppExchange:

Answer:

This is the issue from the Salesforce side. We have talked to Salesforce and they said we are resolving this issue for your application. Instead of updating our package from your org, please go to the AppExchange site (refer below link) after logout from your org and clearing the cache of your browser OR use a new incognito window of Chrome browser. Please follow the below steps:

Step 1: Go to Algoworks Case Management App on AppExchange https://appexchange.salesforce.com/appxListingDetail?listingId=a0N3A00000ErAuaUAF in incognito/private mode.

Step 2: Click on "Get It Now" button

Step 3: Click on "Log In" button

Step 4: Fill credentials for production org in the fields and click on "Log In" button

Step 5: Click on "Install in Production" OR ”Install in Sandbox” button

Step 6: Check on agree with checkbox and click on "Confirm and Install" button

Step 7: Fill credentials for production org in the fields and click on "Log In" button

Step 8: Select your options which you want to select for Users and Click "Install" button

Step 9: Let's wait for install/upgrade new package to complete

Step 10: Now click on the "Done" button

These steps will upgrade your package into your production/Sandbox org.

Please let us know if you will face any new issues related to our case management app. We will append those also in this blog.

Thanks for your time and trust in Algoworks and our Case Management App.

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