Inbound emails are not triggering case status to Work in Progress from Awaiting Acceptance.

[VaddiR]

We ran a few tests in production to confirm the functionality, and cases are flipping to "Work in Progress" upon receiving an email if the response is coming from an internal email. However, cases did not change status when the inbound email was from an external account. This issue is occurring in both Classic view and HR Agent Workspace view.

It appears that when the email is sent from the case's subject person or opened by email ID, the status change works correctly.

However, if the email is from an external source, even if it's from someone within the same domain but not part of the case as the subject person or opened by, the state change does not happen.

[Jaspal Singh]

Hi, 

Did you check for the corresponding inbound mail action? Is there any exception or if-else logic configured?

[VaddiR]

Checked all the inbound actions but did not find any solution.  

[Jaspal Singh]

Did you manage to find the corresponding inbound action that is triggered when mails are received from internal mail? 

[VaddiR]

Can you guide me how to get which inbound action is triggering.