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Automatically Add Entitlements to Cases from Web, Email, and Experiences
Entitlements don’t automatically apply to cases created using Web-to-Case, Email-to-Case, or experience. However, you can add entitlements to these features using Apex code.
Required Editions
| View supported editions. |
| User Permissions Needed | |
|---|---|
| To define Apex triggers: | Author Apex |
When a case is created via Web-to-Case, Email-to-Case, or an experience, it isn’t automatically associated with an entitlement. When a case’s Entitlement field is empty, this sample trigger checks whether the case contact has an active entitlement. If the contact has an active entitlement, the entitlement is added to the case. If the contact doesn’t have an active entitlement, the trigger then checks whether the case account has an active entitlement. If the case account has an active entitlement, the entitlement is added to the case. The trigger helps ensure that cases are resolved according to your customer support agreements.
- For Classic, from Setup, enter Case Triggers in the Quick Find box, then select Case Triggers.
- Click New.
- Copy the code below and paste it in the text field.
- Click Save.
- For Lightning, from the developer console, select File > New > Apex Trigger.
- Enter a name for the trigger and then select the Object as Case.
- Click Submit.
- Copy the code below and paste it in the text field.
- Click Save.
trigger DefaultEntitlement on Case (Before Insert, Before Update) {
Set<Id> contactIds = new Set<Id>();
Set<Id> acctIds = new Set<Id>();
for (Case c : Trigger.new) {
contactIds.add(c.ContactId);
acctIds.add(c.AccountId);
}
List <EntitlementContact> entlContacts =
[Select e.EntitlementId,e.ContactId,e.Entitlement.AssetId
From EntitlementContact e
Where e.ContactId in :contactIds
And e.Entitlement.EndDate >= Today
And e.Entitlement.StartDate <= Today];
if(entlContacts.isEmpty()==false){
for(Case c : Trigger.new){
if(c.EntitlementId == null && c.ContactId != null){
for(EntitlementContact ec:entlContacts){
if(ec.ContactId==c.ContactId){
c.EntitlementId = ec.EntitlementId;
if(c.AssetId==null && ec.Entitlement.AssetId!=null)
c.AssetId=ec.Entitlement.AssetId;
break;
}
}
}
}
} else{
List <Entitlement> entls = [Select e.StartDate, e.Id, e.EndDate,
e.AccountId, e.AssetId
From Entitlement e
Where e.AccountId in :acctIds And e.EndDate >= Today
And e.StartDate <= Today];
if(entls.isEmpty()==false){
for(Case c : Trigger.new){
if(c.EntitlementId == null && c.AccountId != null){
for(Entitlement e:entls){
if(e.AccountId==c.AccountId){
c.EntitlementId = e.Id;
if(c.AssetId==null && e.AssetId!=null)
c.AssetId=e.AssetId;
break;
}
}
}
}
}
}
}