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How to restrict users of certain profile from adding comments to a closed case?

Knowledge Article Number 000232581
Description In order to restrict users of certain profile from adding Case Comments to closed cases we are going to create the following:

1. Checkbox field in Case object.
2. Validation Rule on Case object.
3. Workflow rule on Case object with Immediate Action - Field update

 
Resolution 1) Steps to create a Checkbox field in Cases object:

    - Go to Setup | Customize | Cases | Fields
    - Click on New button in “Case Custom Fields & Relationships”.
    - Select the Data Type as Checkbox and click on Next.
          a)Enter the Field Label as No more comments.
          b)Click on next twice and make the field hidden from the Case layouts.
          c)Click on Save.

2) Steps to create a Validation Rule on Case object:

    - Go to Setup | Customize | Cases | Validation Rules
    - Click on New button.
    - Enter the Rule Name and Description (if required).
    - Make sure that the Active checkbox is checked.
    - Enter the Formula as follows:
        
AND ( No_more_comments__c = TRUE ,$Profile.Id = "xxxxxxxxxxxxxxx")
   - Click on Save.

Note:

No_Case_comments__c is the custom checkbox field that we have created.

3) Steps to create a workflow rule on Case object:

    - Go to Setup | Create | Workflow & Approvals | Workflow Rules
    - Click on New Rule button.
    - Select Case comments from the Object drop down option and click on next.
    - Enter the Rule Name and Description (if required).
          a)Select the Evaluation Criteria as created, and every time it’s edited .
          b)Enter the Rule Criteria as Case: Closed equals to True
          c)Click on Save & Next.

4) Steps to create an Immediate Action - Field update for the workflow rule:

    - Click on Add workflow rule action button and select New Field Update.
    - Enter the name and description for the Field update.
          a)Select the Field to Update as No More Comments in Case comment.
          b)Set the value to be updated to the field as True.
          c)Click on Save.
          d)Then, Click on Done button in the Workflow Rule.

Now, Activate the Workflow Rule by clicking on the Active button.

This will restrict the users of  the profile that is mentioned in the Validation Rule from adding Case comments to closed Cases.

 




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