1 - When a new case comes in the status is set to New
2 - When a user replies to the customer from the case the status then changes to Waiting for Customer
3 - When the customer replies the status then changes to Reply Received from Customer
The issue I have is that I have implemented steps 2 and 3 however new cases come in with the Reply Received from Customer status. I need these to come in as New. I figure the issue is with the following workflow I have set up for inbound email:
I guess its because the workflow\field update considers any inbound mail regardless of its New or a Reply. Is it possible to configure it so it doesnt?
12 answers
Makes sense. The ISNEW() function is looking at the Email itself. Any new message is new per se... I shoudl have tested before sending you a solution...
Instead do this (here we're making sure the workflow won't fire when the case status is set to New):
AND(TEXT(Parent.Status)<>"New", Incoming )
I was also thinking, what if your case is closed and the customer replies to an old email that you sent from the case? This workflow will fire and set the case back to "Reply received from customer". If you don't want this to happen:
AND(OR(TEXT(Parent.Status)<>"New",Parent.IsClosed ), Incoming )
