Hi good people!
I´m setting up another inbound email handler that will create sales related Cases.
I need to be able to identify those sales related Cases from other brake-fix Cases so I can make a filter for those employee´s attending only to those sales related Cases.
I was going to filter on the unassigned until I remembered that we only have two options there:
I don´t seem to be able to set any fields in the inbound email handlers :/ Any ideas how I could solve this use case?
Thanks in advance,
KGM
Hi Björn Canales Pfisterer
I´ve got a solution, part of it from Dennis Wangerin and then three logic hooks:
1. In Studio > Cases module create two calculated text fields:
- related_email_c calculated with formula: related($emails,"to_addrs_names")
- is_assigned_c calculated with formula: greaterThan(strlen(toString(related($assigned_user_link,"last_name"))),0)
( or any other required field in users that can be used to check if a user exists)
2. Add the two text fields to Studio > Cases > Layouts > Search ( And to recordview to test )
3. Either import a new email to create a case, or resave an existing case to confirm the values populate to the two fields
4. In Cases listview create two new filters:
- related_email_c - exactly matches: <sales emailaddress>
- is_assigned_c -exactly matches: false
5. Logic hook for changing Teams on the Case
6. Logic hooks for changing Teams on the associated email
Thanks again everyone,
KGM