Hello,
We're actually not using the standard field "status reason", because this didn't fullfill our needs with incoming e-mail on cases. To be honest we did configure this 3 years ago, so probably we could use standard CRM functionality nowadays to fullfill our needs as well.
Goal:
We would like to see if there is a reaction on an e-mail (and therewith on a case) from a customer. We add a custom field "status code" to cases which contain status codes like "not started", "Open", "reaction from customer", "re-opened", "waiting for suppier", etc. These status codes are more extensive than the standard "status reason" fields do.
An incoming e-mail on a case is added to a open/closed case and is changing the custom 'status'code' to "reaction from customer" on an open case and "re-opened" on a closed case.
Probably there is another, better, way to configure this with standard CRM functionality.
Problem:
The standard functionality for creating case records does contain functionality to open a new case after a certain period of time (in our configuration 3 days) when the existing case, where the customer is responding on, is closed.
So an e-mail response within 3 days should be added as an activity on the case. This process is working fine. This e-mail should activate a custom made process in CRM, which is changing the status of the case from closed to open and our custom 'state code' to "re-open". This process isworking fine.
A response after 3 days should activate the standard functionalty of the proces "create case record" and should create a new case. This process is not working. CRM is adding the e-mail as an activity on a closed case. So nobody sees this reaction and CRM is not creating a new case.
Question:
Do you know a way to achieve our goal with our functionality (process) or new functionality (status reason for example), custom processes, settings, or anything that could help us out of this...
Thanks in advance.
