We have emails that come in AFTER our Cases are in a Closed State. I'd still like to keep the emails attached (via Inbound Action) to the cases so that at least the team working cases can view the emails if needed. Also, I don't want to touch the sys_email table hoping I can build the Event off our Case table, then create the Email Notification off the Event. What I'm trying to accomplish is create an Event for when the Case is Closed (Active = False) AND an email is received in the Activity. This will then trigger an Email Notification to send an email back to the person that sent the email notifying that the Case is closed...blah, blah, blah.
Part 1: The Event. How do I grab the Activity of 'Email Received'?
Part 2. The Email Notification. How do I use the e-mailer's address from the Activity? (The e-mailer can be in internal user (employee) or external Vendor - it may not be the Case Creator (Opened By). So I basically need to use the email address stored in the Activity section - which I know is stored in the History table but I'm not sure how to piece this all together.)
Thank you Michael. I'm new to SN so basically need to read about 800 pages of Wiki to understand. I took a look at your suggestion and realized that all the Inbound Email Actions we have for our Case table work off the email.read event. So I took the Reply and Forward Inbound Email Actions (which insert the email into the Activity anyway) and added the below code to account for the Closed States and Event. I then have an Email Notification use the Event in the Inbound Actions (eventQueue). Thank you again for your suggestion. If only it didn't take me 2.5 days to figure out!
