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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / Case Workflow triggere...
Microsoft Dynamics CRM (Archived)

Case Workflow triggered by incoming email

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Posted on by TexJones

Hello, recent convert from SalesForce. In SF we had a workflow that if a customer sent an email in that was related to a closed case then the system would reopen the case. We had a similar workflow that if a customer emailed in to a case that was in progress the system would change the status of the case to "Customer Responded." 

I can't seem to determine how to accomplish these in CRM. In SF these workflows ran against the email object or entity but that doesn't seem to be correct in CRM. Anybody go any ideas?

Thanks in Advance.

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  • TexJones Profile Picture
    TexJones on at

    BTW the workflow trigger I am currently trying is this:

    Email Entity

    Check Status "If Email:Regarding equals [Regarding (Case):Existing Case], then:"

  • Verified answer
    Harish Das Profile Picture
    Harish Das on at

    Write workflow on email Entity.

    Giving some sample snapshot for your reference. Consider only status change statement from the below snapshot.

    3872.KB.JPG

    Please mark this Ans verified if it helps to resolve your query.

    Regards

    Harish

  • TexJones Profile Picture
    TexJones on at

    I'll give that a try and report back. 

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