Recently (just in the past few weeks), emails from clients (generally sent to the help desk and are within Cases) are being listed in Overdue Tasks. Naturally, our client services area would like to know: why this is happening AND when can it be fixed. Because this is an email message, not a standard task, it's not like it has a due date on it. #EmailMessage Object #Activity Timeline #Activities
2 respuestas
I figured it out. It turns out Email-to-Case was set to:
- Create a task for each email
- Each task was set to Not Started
We solved it by:
- Changing the Email-to-Task default task status to Completed
- Using Data Loader to change the Tasks created by cases
