Check if Case record was updated by contacts

[Lhora Alvarez]

Hi all!

Is there a way to filter the case table where sys_updated_by has the customer role, as long as they are part of the same account?

For example, customer A submits a case.

customerB updates the case customerA submitted.

List will still show case record updated by a user that was not the requester.

[Robbie]

Hi @Lhora Alvarez,

Sadly, some of these 'diff's' and comparisons are not available Out Of Box, however something quite close to what you're after would be to compare the 'Contact User ID' is same as 'Updated By' as shown below.

This will give you the list view of where a case was last updated by the Contact (And not internal supporters or others)

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Thanks, Robbie

[Lhora Alvarez]

Thank you for replying.

However, I want it so that the table will display records that were updated by other customers that were not the same as the user in contact field.

[Mark Manders]

No, you can't do that in a simple list view, because the 'sys_updated_by' is not a reference field in which you can dotwalk to the user table. You will need to create a database view to link the case table to the user table where 'updated by' has the same value on the user table and then filter on that.

[Lhora Alvarez · Accepted solution]

Because of the limitations in the OOTB filters, I will try creating a script that will output case records updated by customers, not limited to the customer referenced in the contact field.

I will be closing this post.