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Hi Guys,
Currently I send an email to the user when I close a case to notify them that is closed, now the client is asking to re-open the case with a workflow if the user replies to that email. It is possible to trigger a workflow when a email is replied?
Thanks,
Octavio
Hi Octavio,
The different approaches here will work.
If you are planning to use a Workflow, you will need to do this on the Creation of an email message, and just add logic to verify that the email status is Received, so it does not execute on all emails.
If you are using a Business Process flow, and the Reopening of the email also requires a change of the status, you will need to call a Custom workflow to do that.
You can use Ultimate Workflow Toolkit or Dynamics 365 Workflow Tools, which both have that Custom Workflow Activity that you can call.
If you have the bandwidth, you can always develop an web service/page that will be triggered when you click a link in the email.
Hope this helps.
Hi,
I would suggest you to create a web service. Before the email is send to user, generate a link for reopen the case and attached it into email body. By clicking the link, it will call the web service.
Hi partner,
It is possible to trigger when incoming an email.
Please refer to the following links for more details.
https://community.dynamics.com/crm/f/117/t/214141
Hope it helps.
Best Regards
Leo
Hi,
I am not sure if the below is the best way but this should work. This is with the assumption that the email replies are tracked in CRM.
So when you receive a reply, you get "RE:" appended to the email. So you can trigger a workflow on create of email and then if the subjects starts with "RE:" and if the regarding is case. If this is true then change the status of that case to open.
Hope this helps.
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