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We often get emails come into our enquiries mailboxes that generates leads, but in actual fact they are established customers who emailed the generic address rather than their actual internal contact. This email is locked as "COMPLETED" and assigned to the lead.
How can I reset the regarding field to the Account that the email is truly regarding, (and then delete the lead). I don't need any clever automation or detection, just the ability to manually reassign the REGARDING value on a completed email.
I have been able to achieve this by creating a workflow to set the email status to Open, this allows me to change the field back in the email, and then can run another workflow to reset the status to completed. However, this is not something I can trust the users with, as setting the status to open allows the body of the email to be edited (essentially changing what the customer said).
I was hoping there is a workflow that I could trigger that either just reenabled the regarding field, or better yet, on running the workflow asks the user to select a new regarding value, and then updates the email record with that prompted value (the prompt would need to have the same context as a normal regarding lookup).
Hi Neil,
I tested in my environment, I found that the Regarding field in the Completed Email is not locked, and I can change Regarding field then save record.
So if in your environment, the Regarding field in the Completed Email is locked, we can use a business rule to unlock it, so that you can change it.
Activity Status equals "Completed"
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