Trigger SetCaseFlagsBusinessHours preventing Case from being created via Radian6

Cases may fail to be created by Radian6 due to the integration running under a pseudo user that doesn't have access to the standard Salesforce Business Hours object. A work-around is available to bypass sharing and security in Case Flags thereby providing Radian6 access to objects and fields that can't be granted through standard Salesforce configuration. Contact Vicasso to enable this work-around.

Oct 20, 2021
Knowledge

Symptoms

Radian6 reports the following error via email:

error" : {
"offendingObjectTypeName" : "Case",
"message" : "Insert failed. First exception on row 0; first error: CANNOT_INSERT_UPDATE_ACTIVATE_ENTITY, FLAGS.SetCaseFlagsBusinessHours: execution of BeforeInsert\n\ncaused by: System.QueryException: sObject type 'BusinessHours' is not supported.\n\n(FLAGS)\n: []",
"exceptionTypeName" : "System.DmlException"

Solutions

Contact Vicasso support to enable the "Bypass Sharing and Security" option which bypasses limitations in the Radian6 pseudo user's permissions.
The newer integration method, Social Customer Service, as opposed to the AppExchange app, allows a real context user to be selected who's permissions can be configured. Social Customer Service is an entirely different integration approach that requires Case Feed and the implications of switching should be carefully evaluated.

Status

This is a known limitation in the profile used by the Radian6 pseudo user.

Additional Information

https://appexchange.salesforce.com/listingDetail?listingId=a0N30000005unw0EAA (affected integration)
https://help.salesforce.com/help/pdfs/en/social_customer_service_impl_guide.pdf (unaffected integration)

Title

Trigger SetCaseFlagsBusinessHours preventing Case from being created via Radian6