How to track of the number of times a case-status is flipped to 'Kickback'

[Srinivas]

Hi all,

Can anyone help me with the solution

I have Status and Queue picklist Fields.
Kickback is the value in the Status field and APAC is the value in the Queue field.My requirement is
As APAC user I would like to keep track of the number of times a case-status is flipped to 'Kickback'.Every time the case status is flipped to Kickback status from any other status value, the 'Kickback counter' field must be automatically increased by 1. and it should save in a Seperate field Kickback Counter.

Thanks

Sri

[RB Chowdary]

Hi Srinivas,

You can do this by using Workflow Field Update. 

Create a Rule like Status = "Kickback" and Queue="APAC" and male Evaluate the rule when a record is: "created, and any time it’s edited to subsequently meet criteria".

Make your Kickback Counter field type as Number.

And for above rule create a Field Update like,

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Thanks & Regards.. 

Ravindra Babu Nagaboina

Salesforce.com Certified Force.com Developer

Hyderabad

[Charan Vuyyuru]

Fantastic reply ravi.

[Srinivas Yalamanchili]

Hi Ravi,

Thank you for the solution.

One more question

Whether we can write Trigger to accomplish this one?

Thanks

Srinivas

[Charan Vuyyuru]

Yes we can do this wth a trigger as well.

[Srinivas Yalamanchili]

Thanks Ravi.Which one will be better?

Thanks

Srinivas

On Thu, May 16, 2013 at 1:17 AM, RB Chowdary <ravi.na...@gmail.com> wrote:

Yes, we can.

[Srinivas Yalamanchili]

Thanks Charan.

Which one be the best option?

Thanks

Srinivas

[RB Chowdary]

WF is simple and easy to implement.

[Srinivas Yalamanchili]

Thanks Ravi

Srinivas

[Himanshu Kalyan Kar]

Hi Srinivas,

Create a formula field for "Kickback counter" and write the below formula.

if (Queue="APAC" && Status = "Kickback" && Ischanged(Status), status_counter +1, status_counter)

himanshu

[Dan Leibowitz]

Sorry to be jumping in late to this one, and maybe I don't understand what Kickback refers to, but there is an app that tracks the time that a case spends on the customers side as opposed to the time the case spends on the help desk side.  Sounds like the same thing you are building out.

[Srinivas Yalamanchili]

Hi Kalyan,

Thanks for the solution

I tried to add formula field.But its giving the below error

Error: Field Queue__c is a picklist field. Picklist fields are only supported in certain functions. 

Thanks

Srinivas

[Srinivas Yalamanchili]

Hi,

Kickback is a picklist value in Status field.

Thanks

Srinivas

[Srinivas Yalamanchili]

Hi,

Thanks for the solution.

I am getting this error

Error: Function ISCHANGED may not be used in this type of formula.I think ISCHANGED is used to compare 

Thanks

Srinivas

On Tue, May 21, 2013 at 9:09 PM, Himanshu Kalyan Kar <karhi...@gmail.com> wrote:

Hi Srinivas,

You should incorporate IsPickVal function for Picklist fields.

if (IsPickval(Queue,'APAC') && IsPickVal(Status ,'Kickback') && Ischanged(Status), status_counter +1, status_counter)

Now check it and let me know.

--
himanshu

[Srinivas Yalamanchili]

Sure  i will try

Thanks

Srinivas

On Wed, May 22, 2013 at 12:32 AM, Himanshu Kalyan Kar <karhi...@gmail.com> wrote:

Yes,

I also checked. We can not use that function in formula field, but we can use in workflow or validation rule.

Then write few code in Trigger.

Trigger Code
    ============
    Trigger evaluationCounter on Employee__c (before Update){
   
        Employee__c[] oldList = Trigger.Old;
        Employee__c[] newList = Trigger.New;
       
        for(integer i = 0; i < newList.size() ; i++){
            if(newList[i].Queue == 'APAC' && newList[i].Status == 'Kickback' && newList[i].Status <> oldList[i].Status)
               newList[i].status_counter = (newList[i].status_counter == null) ? 1 : newList[i].status_counter + 1;
        }
    }

Check it..definitely work.

--
himanshu

[Himanshu Kalyan Kar]

Yes,

I also checked. We can not use that function in formula field, but we can use in workflow or validation rule.

Then write few code in Trigger.

Trigger Code
    ============
    Trigger evaluationCounter on Employee__c (before Update){
   
        Employee__c[] oldList = Trigger.Old;
        Employee__c[] newList = Trigger.New;
       
        for(integer i = 0; i < newList.size() ; i++){
            if(newList[i].Queue == 'APAC' && newList[i].Status == 'Kickback' && newList[i].Status <> oldList[i].Status)
               newList[i].status_counter = (newList[i].status_counter == null) ? 1 : newList[i].status_counter + 1;
        }
    }

Check it..definitely work.

--
himanshu

[Himanshu Kalyan Kar]

Hi Srinivas,

You should incorporate IsPickVal function for Picklist fields.

if (IsPickval(Queue,'APAC') && IsPickVal(Status ,'Kickback') && Ischanged(Status), status_counter +1, status_counter)

Now check it and let me know.

On Tue, May 21, 2013 at 12:45 AM, Srinivas Yalamanchili <yalamanchi...@gmail.com> wrote:

--
himanshu