Customizing Case Flags with Workflow Rules and Field Updates
You can customize Case Flags with Workflow Rules and Field Updates. You can create Workflow Rules based on the Case, Case Comment, and Email Message objects. Though Internet Creations does not support creating Workflow Rules, we have provided some instructions on creating Workflow Rules for some common scenarios.
Example 1 - Clearing the Flag
In this example, we created a Workflow Rule and a Field Update to Clear the Flag when the Case Status is set to On Hold (a custom picklist value we created in the Status field).
Clear the Flag - Workflow Rule
Clear the Flag - Field Update
Example 2 - Setting the Flag
In this example, we Set the Flag when the Status is changed to Re-Opened (a custom picklist value we created in the Status field). Note the second criteria which makes sure the Flag is not already set to prevent re-setting the Flag with the new date/time.
Setting the Flag - Workflow Rule
Set the Flag - Field Update
Example 3 - Notify the Case Owner 2 hours before the Flag turns red
In this example, we have configured a workflow rule to Notify the Case Owner via Email Alert when a case flag is approaching a Red Flagged Status. In Our Case Flag Setup Wizard, a Red Flag was configured to be set upon 8 hours of a flagged case, and is the 3rd Case Flag Escalation Time. Our Workflow notifies the Case Owner 2 Hours before the flag turns Red
Notify Case Owner - Workflow Rule
Notify Case Owner - Email Alert
Don't forget to Activate your workflow rules after you complete them.
These are only a few examples of how you can custom Case Flags with Workflow Rules and Field Updates. You can create Workflow Rules on the Case, Case Comment, and Email Message objects. Note that Salesforce currently does not support cross object Field Updates from the Activities object.