I want to create an email alert that goes out to the Account Owner whenever an Email is sent from a case.
From what I know, there is no immediate way to create this so I need to create an alert.
My idea goes as follows.
Create a hidden field (checkbox) that defaults to false. (called 'Email Alert Trigger')
When a task with type 'Email' is sent out, it triggers a field update, changing the 'Email Alert Trigger' field to checked.
The checking of this box, then triggers the workflow rule that sends out the email alert notifying account owner of a new email being sent out, and the pertinent information.
This workflow rule then unchecks the 'Email Alert Trigger' and un triggers itself, until another email is sent out.
I am stumped currently on how to make the field update fire or maybe where to put the field, so that it can be updated.
I currently placed the field in the Case, but I cant make the sending of an email trigger a field update in a case.
Am I able to place it in a task, which can then trigger a case based rule?
1 件の回答
I know this is an old question, but Did you ever solve your problem?
If not, did you check out Case Comments?
https://help.salesforce.com/articleView?id=rss_case_comments.htm&type=5
Also, with the new Process Builder in Lightning, you can do all that stuff with chatter.
A Workflow Rule will work as well, but it would need to be based on a field on the Case Record.
