We have email-to-case implement. So client send an email to [email protected] and Salesforce automatically creates a case, this triggers the
EmailMessage. And the Case Owner sees the case and answer the client with a solution for his problem. But the client cannot do it and answer that email saying that solution not works, and when the client answer something I must change a value on case.
Workflow rule on
Email Message with this formula:
AND( NOT( ISBLANK( ParentId ) ), Incoming = true, (TIMEVALUE(CreatedDate) - TIMEVALUE(Parent.CreatedDate)) > 1000 )
I don't like this workaround that I did, anyone know another way of doing this?