Case Comments Workflow and Self Service Portal

[len123]

Hi,

I want to use the new feature from Winter 09 that allows to activate workflows from comments.
I want to change the status of the case from Waiting for Customer to Open when the self service user creates a new comment.

So if the workflow criteria is based only on Status it is working great. But I want to add to the criteria something that will inidicate the comment was created by the Self Service User.

I don't find how to do it.

Any solution?

Thank you!

[dbedi07]

I used the workflow rule criteria: Parent.HasCommentsUnreadByOwner= True and it works well i.e. the Status of the case changes only if the comment is created by the self service portal user.

Deepa Bedi

ACF Solutions LLC

dbedi@acfsolutions.com

[len123]

Great, thanks!

Actually I have found another solution: ISPICKVAL($User.Type, "")

Every user has type, except the Self Service Portal user and it's working well also.

[Gemini@Work]

These message boards are always so helpful to me!  I need to remember checking them first, before I spend a lot of time banging my head against the wall.

To correct a slight typo above, the syntax for the ISPICKVAL function above should be:

ISPICKVAL ($User.UserType , "")

In my case, I had to implement slightly more complex logic.  If the case status is "Waiting on Customer", and a new Case Comment is added by the Self-Service Portal user, I want to change the status to "Investigating".  But if the Case Status is any other value (i.e., not "Waiting on Customer"), I wanted to leave the Status field alone.

Here's the Workflow Rule that I ended up with:

Code:

AND (  
      ISPICKVAL (Parent.Status , "Waiting on Customer"), 
      ISPICKVAL ($User.UserType , "")
)

 So method as len123 used, I just added the conditional check for the current Case Status.