Problem:
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.
My solution(Working):
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?