Comments on Appirio Tech Blog: Using Workflow to Update a Case When an Email-to-C...

I know this is an old thread, but hopefully someon...

2011-07-28T12:44:52.954-07:00

I know this is an old thread, but hopefully someone could still help out. I tried following the above steps, but all I get is a new case created with the old case information as the email message. Here is the overall flow:
1- Client sends in a case to an email (customerservice@company.com)
2- Client gets an autoresponse stating the case has been created.
3- Customer Service works the case and sets status to "Closed"
4- Automated email (From Customerservice@company.com) is sent to the client stating the case has been "Closed"
5- When the client responds to this email, the case status SHOULD change from "Closed" to "Reopen" and be moved back into the customer service queue. This is the step that does not work.

I do have the thread ID being inserted through the email-case setting.

Every time I call up Salesforce support about this, I get the answer of "This is not a feature we currently support, there is no way to do this" So I really would like to know how everyone else is achieving this.

Thanks in advance!

We have the Account: Account name as the company n...

2011-02-06T11:57:46.905-08:00

We have the Account: Account name as the company name in our case record. How do I create a workflow using account fields with email message object? I need to limit a workflow for only certain companies and I dont' have the option of selecting the Account: Account Name field to the Email Notification workflow, just the Case: Account Name (which we don't use).

There isn't a way to trigger actions when some...

2010-08-18T13:39:02.024-07:00

There isn't a way to trigger actions when someone reads an email in Salesforce. It's not even triggerable (I've tried).

This is exactly what I've been trying to figur...

2010-04-28T13:42:28.305-07:00

This is exactly what I've been trying to figure out today... only that when I create a workflow to update a case field once the email message has be "read", it's not working. Any idea why?
Thanks! Sara

Fantastic tip... Thanks for sharing!!

2009-10-19T15:21:59.738-07:00

Fantastic tip... Thanks for sharing!!

Great technique Andrea! This is a rare example of...

2008-12-03T18:02:00.000-08:00

Great technique Andrea! This is a rare example of a cross-record workflow in SFDC, where a workflow that's triggered by a particular record (here, the EmailMessage) can cause a field update in a different record (here, the related Case).

Unfortunately, SFDC does not currently permit more generic cross-record workflow. Hopefully soon we'll be able to specify field updates in related records!