We send out a survey to our customers when a case has been closed and currently, the survey is sent every time the case is closed. So if someone reopens a case then we close the case again it sends them a second survey. To try and get this to happen only once we tried creating a custom field checkbox called do not send survey but we want this field to be checked by a business event once the case is closed. I tried setting up this business event but wasn’t sure how to get the field to auto-check as we want this to happen on record change and the import scenario is not available on that type of event. Any help would be greatly appreciated.
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In Short, Yes you need a separate field, either UDF or customized field and you need to set it using workflow or business events when case being closed for the first time.
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