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BKW Need to Create workflow/escalation based on case email status.
I am looking for some advice.
I have a team that would like to be notified (or have a case reassigned) if their agents has closed a case and a new email was sent to the case. Specifically if the email is left as new for longer then 4 hours they would like a notification or reassignment.
I tried using a workflow rule on the email message, but since reading or replying to an email counts as a soft save it doesn't reevluate the workflow. I talked to support and they suggested that I code something in to force to the email message workflow to reevaluate. But since I don't have access to a email message object I am not sure where I would code that.
Anyone have any thoughts as to how I can achieve my teams request?