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.

[Wessel van Enk]

Did you check if there are any business rules or UI policies/scripts active that make these changes?
Maybe it's a matter of updating the criteria on those scripts or actions that makes the difference. 

[VaddiR]

Thanks for the suggestion! @Wessel van Enk 

Yes, I did check the Business Rules. There is one configured to trigger when the case state changes to "Acceptance". However, upon reviewing it, I found that it only invokes a Subflow responsible for sending notifications—it does not handle the state transition itself.

So it seems the state change logic is not being driven by this Business Rule or any associated UI Policy/Client Script. 

Appreciate your input—please let me know if there’s another area you’d recommend checking!

[Wessel van Enk]

Alright, thanks for checking! 
How about the inbound email flows? It can be found as ''Inbound Email Flows'' in the menu.
It will lead you to a dedicated set of subflows that are used as part of the inbound actions.
Maybe there is a condition that only triggers it if it's an internal email or known user.