Cannot get Workflow/Trigger to identify Read Email on Case object

Question

I'm facing a problem when I try to implement a functionality that lets users see if there is a unread Email on a Case, indicated by an icon in a formula field. I have a workflow rule that adds the icon when an email is received on a Case, by setting a checkbox the following rule criteria was fullfilled on the EmailMessage object:

 (Email Message: Is Incoming equals True) and (Email Message: Status equals New) 

In the formula field checking the checkbox value and set the appropirate icon, this works fine. The checkbox is set and the icon is added. But when I try to remove the icon when the Email's status changes from New to Read I could not get my other workflow rule to fire, also on the EmailMessage object with the following rule criteria:

 (Email Message: Is Incoming equals True) and (Email Message: Status not equals New) 

I could not see anything indicating that i had fired in my debug logs. So I started writing a Trigger that were supposed to set the checkbox to False (onBeforeInsert and onBeforeUpdate):

Set<ID> caseIds = new Set<ID>();
    for(EmailMessage message : newList){
        if(message.Incoming == true && message.Status == 'Read'){
            caseIds.add(message.parentId);
        }
    }
    List<Case> csUpdateList = [select id, New_Email__c from Case where id IN :caseIds];
    for(Case c : csUpdateList)
        c.New_Email__c = false;

    update csUpdateList;

This still doesn't solve the problem and nothing is shown in my debug logs, I'am obviously missing something but I cannot figure out what. What is the best way to recognice that an Email has been read (opened)? I assume it is checking the Status, and if so, what is the best way to "catch" this event? If I could solve this with workflows I would prefer it, but any help with the Trigger is highly appreciated.

Ciao!

Answer 1

An alternative to consider is to use a VF page as an element within your standard Case page layout.

• The VF page is associated to a controller with access to the Case id
• The controller can query the children of the Case (that is, EmailMessage)
• The controller can thus display on the VF page a message indicating an unread EmailMessage (and links too)

Downsides?

If you need to use SFDC reports to report on Cases w/ unread emails (or List Views) - these won't work

Answer 2

This is not possible, that action doesn't generate a DML execution. As far as I know there are no workarounds available.

https://success.salesforce.com/ideaView?id=08730000000biKgAAI

Answer 3

Here's the workaround Implementation explained on YouTube: https://youtu.be/AL13GE4vYe0

In summary:

Add a Custom checkbox field 'New Email?' on case to let users know whether a new Email Arrives in the case.

Add an inline blank VF page on Case page layout, that invokes a controller to update the New Email flag whenever a Email's status is either New or Read.

Hope this helps!