--- schema_version: "1" id: 8c9a959da1c80194cc04a3415333997a3c2a7059b35045810644f1303c87806b title: Sample Call Center Validation Rules collection: admin version: current locale: en-us portal_url: https://docs.salesforce.com/admin/current/en-us/platform/264-0-0/fields_useful_validation_formulas_callcenter.md canonical_url: https://help.salesforce.com/s/articleView?id=platform.fields_useful_validation_formulas_callcenter.htm&release=264.0.0&type=5 source_site: help.salesforce.com content_type: documentation content_hash: 3bdd1b43147072206d53f55502aacebd87e4eb730082766c96ec76bf99d263f4 description: Validation rules for requiring a conditional description, preventing cases from being reset, restricting case status, and more. products: - Salesforce Platform - Security release: "264" --- # Sample Call Center Validation Rules Validation rules for requiring a conditional description, preventing cases from being reset, restricting case status, and more. ### Required Editions
Available in: both Salesforce Classic and Lightning Experience
Available in: Essentials, Contact Manager, Group, Professional, Enterprise, Performance, Unlimited, Developer, and Database.com Editions
For more information on any of the formula functions used in these examples, see [Formula Operators and Functions](https://help.salesforce.com/s/articleView?id=platform.customize_functions.htm&release=264.0.0&type=5 "Use these operators and functions when building formulas. All functions are available everywhere that you can include a formula, such as formula fields, validation rules, approval processes, and workflow rules, unless otherwise specified."). ## Conditionally Require Description When Case Reason is “Other”
Field Value
Description: Validates that a custom field called Other Reason contains a value if a case has a Case Reason of “Other.”
Formula: 
AND(
  ISPICKVAL( Reason, "Other" ),
  ISBLANK(Other_Reason__c)
)
Error Message: Description of Other Reason is required.
Error Location: Other Reason
## Prevent Open Cases from Being Reset to New
Field Value
Description: If a case is already open, prevents the Status from being changed back to “New.”
Formula: 
AND(
  ISCHANGED( Status ),
  NOT(ISPICKVAL(PRIORVALUE( Status ), "New")),
  ISPICKVAL( Status, "New")
)
Error Message: Open case Status cannot be reset to New.
Error Location: Status
## Restrict Status of Re-Opened Cases
Field Value
Description: Validates that the case Status is “Re-opened” when a closed case is opened again.
Formula: 
AND(
  ISCHANGED( Status ),
  OR( 
     ISPICKVAL(PRIORVALUE( Status ), "Closed"), 
     ISPICKVAL(PRIORVALUE( Status ), 
          "Closed in SSP")),
  NOT( ISPICKVAL( Status, "Re-Opened"))
)
Error Message: Closed case can only be changed to “Re-opened.”
Error Location: Status
## Prevent Case Milestone Completion After Cases Are Closed
Field Value
Description: Validates that a milestone's Completion Date can't occur after the case's Status is Closed.
Formula: 
Case.IsClosed  = true
Error Message: You can't complete a milestone after a case is closed.
Error Location: Top of Page
## Prevent Case Milestone Completion Before Case Creation Dates
Field Value
Description: Validates that the milestone's Completion Date has occurred after the case's Date/Time Opened.
Formula: 
CompletionDate  >=  Case.CreatedDate  &&  CompletionDate  <=  Case.ClosedDate
Error Message: The milestone Completion Date must occur after the date the case was created and before the case was closed.
Error Location: Top of Page