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DeL EMAIL-T0-CASE Question...
Does the handleEmailMessage() method update the Status of a CASE if it attaches an EmailMessage object to an existing case?
My problem:
Our Reps each have a queue and the view of the Case Tab is set up to only list Cases that are not "CLOSED". I am noticing a scenario where a CASE got created with my custom EmailToCase Agent, the Rep replies to the email and then CLOSES the CASE. The person who receives the email then replies and the EmailToCase handleEmailMessage() method attached that reply EmailMessage to the existing case (as outlined in the documentation... which is exactly what we want), but the Status of the CASE does not change (which may be by design).
If so, any suggestions on how I could re-open the case by updating the status.
Thanks...
My problem:
Our Reps each have a queue and the view of the Case Tab is set up to only list Cases that are not "CLOSED". I am noticing a scenario where a CASE got created with my custom EmailToCase Agent, the Rep replies to the email and then CLOSES the CASE. The person who receives the email then replies and the EmailToCase handleEmailMessage() method attached that reply EmailMessage to the existing case (as outlined in the documentation... which is exactly what we want), but the Status of the CASE does not change (which may be by design).
If so, any suggestions on how I could re-open the case by updating the status.
Thanks...
Thanks,
Bill