I am currently struggling with automatically closing phone activities when a lead is qualified or disqualified. We have workflows set up to open phone call activities, webform activities and fax activities based on a field we have named call outcome, which determines which type of activity is needed. Recently I have been tasked with adding incoming calls into our workflows. The problem is, if an incoming call is created, and a previous outbound call activity is open, the user would have to close that outbound activity before the new inbound activity is opened. Because we are trying to eliminate as much potential for error as possible, we would rather have a workflow automatically close any phone call activities when the lead is closed (simplest solution) or when a new phone call activity is opened, close the previous phone call activity (ideal solution, but not sure this is even possible).
I have tried creating Workflows in the lead
run in background, start when record status changes (after)
If lead status does not equal open and phone call equals open then update phone call status to cancelled.
I have also tried updating the form itself and setting the status reason and status to equal cancelled.
This is not working for me. Am I missing something? are there other solutions?
