Case First Response Sent

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Posted on by empath-e CRM

1,136

Hi All,

I'm hoping someone can shed some light on where I'm going wrong here.

I have a Workflow to update the Case First Response Sent field on email activity for my SLA. I have seen there are issues if you have Case Auto Response email enabled which I do. To try and get around my First Response Sent Workflow picking up the Auto Response email and also the initial incoming email I have created another Workflow to flag these emails within the Email Category field which updates fine. However, the Case Response Workflow still updates the Case First Response Sent field. The only thing I can think of that's causing this is the order in which both Workflows run, if the Email Category updates runs after the First Response Sent then it will obviously miss the email flagged records. Does anyone have any ideas how to get around this even if I have to try another way.