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Update Case object fields based on Email Messages status sent or received.

Knowledge Article Number 000181633
Description
To create workflow rules that updates case object fields based on Email Messages sent or received, it would require you to create workflow rules using the object "email message".

Create two separate workflow rules:  one for incoming emails and one for outgoing emails, i.e you can create a workflow rule so that an email marked as "Is Incoming" changes the case's Status from an existing specific value to a new case status value.
Resolution Please follow the below sample process created based on the request:


For an Email Message sent from within the Case record:
 
1.Create workflow rule selecting the following object "Email Message"
2.Rule Name i.e:"Email message sent"
3.Evaluation Criteria"When a record is created, or when a record is edited and did not previously meet the rule criteria"
4.Rule Criteria: "Email Message Status - EQUALS - Sent
5.Create an Immediate Workflow Actions with the Field Update Detail set as:
- "Object:Email Message"
-"Field to Update: Case: Status"
-"New Field Value -Waiting on Customer" or any other value.
 
For an Email Message received (Reply from Customer)
 
1.Create workflow rule selecting the following object "Email Message"
2.Rule Name i.e:"Email message received"
3.Evaluation Criteria"When a record is created, or when a record is edited and did not previously meet the rule criteria"
4.Rule Criteria: (Email Message: Is Incoming - EQUALS - True) AND (Email Message: Status - EQUALS - New)
5.Create an Immediate Workflow Actions with the Field Update Detail set as:
- "Object:Email Message"
-"Field to Update: Case: Status"
-"New Field Value -"Prior" or any other value.

Note: Email Message object will only appear on Workflows if Email-to-Case or On-Demand Email-to-Case is enabled. This is applicable to Case object only




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