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Unable to assign the 'Closed' option on any Case status picklist values

Publiceringsdatum: Oct 13, 2022
Beskrivning

The 'Closed' option remains deselected when you try to set it for a Case 'Status' field picklist value.

Reproduction steps:

In Salesforce Classic

  1. Go to Setup | Customize | Cases | Fields  
  2. Click on the Status field.
  3. Click on Edit beside the specific Status picklist value.
  4. Select the Closed option.
  5. Click on Save.


In Lightning Experience

  1. Go to gear icon | Setup | Object Manager | Case | Fields & Relationships
  2. Click on Status field.
  3. Click on Edit beside the specific Status picklist value.
  4. Select the Closed option.
  5. Click on Save.


Note: The cause of this issue is a support process in the organization that doesn't have any 'Closed' Case status.

Lösning


To resolve this issue, add the Closed status to the support process in the Organization:


In Salesforce Classic
  1. Setup | Customize | Cases | Support Processes
  2. Click your Support Process Name
  3. Add Closed from Available Values to the Selected Values
  4. Click on Save.
 

In Lightning Experience
  1. Gear icon | Setup | Feature Settings | Service | Support Processes
  2. Click your Support Process Name
  3. Add Closed from Available Values to the Selected Values
  4. Click on Save.
 
In Support Settings, ensure the "Show Closed Statuses in Case Status Field" is checked. The closed picklist values for Cases status field will only be visible once this checkbox is checked.

See also:  Spring 20 release notes
Knowledge-artikelnummer

000380709

 
Laddar
Salesforce Help | Article