Email Handling Before Insert

Question

Hello,

I am looking to implement a feature that when an email is recieved on a case that has been Resolved or Closed the email creates a new case rather than linking to the original case.

I have tried a couple of things without achieving the desired results. 1) removing the case reference string from the email body/subject and removing the parent Id, 2) cloning the case.

I want the email to follow the email to case rules and assign the new case as per the rules we have set up. Any answers/suggestions would be useful.

Thanks,

Ashley

Ashley Dolan · Answer

Thanks for the response Harish,

With the second point there, are you able to force the email to case rules within the apex code, like you can use Active Assignment rules when inserting a case are you able to do this with Email Services?

Many Thanks,

Ashley

Email Handling Before Insert

Apex

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