If anyone out there knows how to set up a workflow rule to alert the case owner when a new email his received against his/her case, I would appreciate it.
Well - Salesforce Basic Support said there is no way - but they're wrong. We bulit this - inspired by some other board post - works peachy.
We created a checkbox field Case Email Received, default FALSE
We created a worklfow that turns it on when
- Email Message: Is Incoming = TRUE. AND
- Email Messaage Subject contains :ref (This is how we know it's related to an exisitng case and is not a new case) AND
- Case owner does not contain Queue (We know the email got attached to the ref case. A second check on above)
We created a 2nd worlflow that when Case Email Received = TRUE, sends an Email Alert to the case owner informing them of new email received and turns off the checkbox OFF.
I have exactly the same question.
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If anyone out there knows how to set up a workflow rule to alert the case owner when a new email his received against his/her case, I would appreciate it.
Well - Salesforce Basic Support said there is no way - but they're wrong. We bulit this - inspired by some other board post - works peachy.
We created a checkbox field Case Email Received, default FALSE
We created a worklfow that turns it on when
- Email Message: Is Incoming = TRUE. AND
- Email Messaage Subject contains :ref (This is how we know it's related to an exisitng case and is not a new case) AND
- Case owner does not contain Queue (We know the email got attached to the ref case. A second check on above)
We created a 2nd worlflow that when Case Email Received = TRUE, sends an Email Alert to the case owner informing them of new email received and turns off the checkbox OFF.
Thank you for responding so quickly!
I appreciate the response and understand totally what you are recommending.
I was hoping for a more direct method than this.
Perhaps there is a simple formula that could be used to trigger an alert when an email message record is new?