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Case Flags Release Notes 3.85 - 3.99

What's New

  • Case Flags Escalation timestamp fields have been added to indicate the date/time that each flag level will be reached, enabling you to look ahead and create list views, reports and workflow automation on or before those times. For example, create time-based workflow to email a case owner's manager before a flag will reach the next level. For details, see the Case Flags Field Reference (3.90)
  • Three sample Case List views (All Open or Flagged, All Open or Flagged for >= 4 Hours, My Open or Flagged) have been included to make easy work of locating cases that require attention (3.90).
  • A new setting was added to set the flag when a community or portal user adds an attachment to a case. This is enabled by default. (3.92)
  • A new setting has been added to examine the case comment text for the Company Domain to improve compatibility with Email to Case Premium. If the first line of the comment contains the specified domain, then the comment will be treated similarly as an email from an internal user, and the flag will not be set. (3.95).
  • Sample Reports and Dashboards have been added to measure Case lifecycle metrics organization-wide and by Owner for both current Cases and Case Flags History Tracking. (3.97).


  • Case Flags History Tracking: Business Hours Elapsed is tracked when the flag is cleared. This enables you to calculate (roll up or report on) how long in business hours support was waiting on the customer. (3.85)
  • Case Flags History Tracking: Added a checkbox field (Flag Set) to indicate if the flag was set (true) or cleared (false) at the time of the tracked change. Use this field in roll up summaries and reports to distinguish time with customer vs time with support. (3.89)
  • Previous Business Hours are now recalculated on a case when Case Flag Date/Time is updated manually. (3.90)
  • Miscellaneous organization usability improvements to the Case Flags Configuration tab. (3.91)
  • Case Flags Business Hours are now updated during all case insert/update operations (3.93)
  • The Set Flag event now supports Customer and Partner Communities and Portals. The updated logic now checks User Type rather than Profile name. (3.99)

Bugs Fixed

  • Workflows running on case creation that would trigger history record creation will no longer throw an error: FLAGS.CreateCaseFlagsHistoryRecords: execution of AfterUpdate caused by: System.NullPointerException: Attempt to de-reference a null object. (3.86)
  • Case Flags History tracking no longer fails with INSUFFICIENT_ACCESS_ON_CROSS_REFERENCE_ENTITY when changing case ownership. (3.87)
  • Updating a case with the Case Flags Business Hours not set will no longer throw the following error, FLAGS.CreateCaseFlagsHistoryRecords: execution of AfterUpdate caused by: System.NullPointerException: Attempt to de-reference a null object. (3.88)
  • A link to the profiles page in the setup wizard is no longer broken when enhanced profile list views are enabled. (3.91)
  • Case Flags Business Hours are now updated when the standard Business Hours field is updated. Previously, Case Flags Business Hours was updated only on Case insert. Now, Case Flags will always follow the standard Business Hours regardless of when or how they are set. (3.93)
  • Clear/Set Flags list view buttons no longer produce the following error in Internet Explorer 7 and 8, A problem with the OnClick JavaScript for this button or link was encountered: Object doesn't support this property or method. (3.93)
  • If case validation prevents a record from being updated then Flags will insert a case comment as an alert to the user. However, if there is automation on Case Comment which updates Case then the same validation will prevent the comment insertion. As a work-around, errors are now ignored during comment insertion. (3.93)
  • After associating a business hours to a case for the first time, flagging the case will no longer result in CANNOT_INSERT_UPDATE_ACTIVATE_ENTITY if done within a small time frame (3.94)

Known Issues


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