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Open Cases User Notes excluding auto generated notes

Mar 25, 2020 12:32PM edited Apr 3, 2020 5:49PM in Ask A Guru 9 comments

I am creating a Saved Search of ALL open (Status = Not Closed) Cases.

Some cases have no User Notes, some have auto generated notes and some have actively added by employees.

I need to include any cases with no User Notes, the User Notes actively added by employees, while excluding Auto Generated notes

When my criteria = Case:User Notes: Title is not CHANGE Reply to Customer, I do not get the Open Case with only this User Note.

Can someone suggest a formula that would include All Open (not closed) Cases and the Maximum User Note that is not “An Auto Generated note”?

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crm

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