Workflow for checking closed cases RRS feed

  • Question

  • Hi

    I need check the case status when the email was received from the customer. Our customer send the mail with the case number in the subject. now I need to fetch the case no and compare the case number to all of my active cases. if any case no equal to customer case no then I need check the status of the case if the case is resolved then I need send notification mail to customer. How can I do this? Please help....

    Ravin Singh D

    Thursday, August 22, 2013 4:59 AM

All replies

  • add conditions in workflow 

    or use plug-in or custom workflow to check thus case 

    ms crm

    Thursday, August 22, 2013 5:42 AM
  • Hi Ravin,

    You won't be able to do this using a standard workflow because you won't be able to parse the subject for a case number or search for the case number.

    I suggest you create a Post Create plugin on the email entity. In the plugin, check that the email is an incoming email (directioncode attribute), parse the subject for a case number and query the case entity for the case and if you get a result, send an notification email to the customer.

    Michael Palmer
    xRMPalmer     @MJFPalmer     Rockstar365

    • Proposed as answer by MJFPalmer Thursday, August 22, 2013 7:26 AM
    Thursday, August 22, 2013 6:07 AM