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I am using CRM online, and wondering how to quickly identify which cases in the queue have unread email. E.g., by a red flag in front of the case, or similar.
Here are the steps that will help you achive this
1. Have workflow on email create , check "created By" usually system will be the owner for auto created emails. Also create Boolean field in the email entity.
2.Add onload script to update the boolean value to true. Onload event occurs only when user opens the email record.
3.Based on this field value you can update the flag in case whether case has any unread email or not when emails regarding field value set.
tricky because I don't think email have a status of read.
You could then have a workflow which updated a unread email boolean/flag on the case
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