Reply from personal email should change state from pending to work in progress

[sri vijaya]

Hi

I have a requirement where, If HR case state is in pending-if advisor sends an email to employee/user from the hr case(compose an email section) and if user responds from personal email to that email , the corresponding HR case state should change from pending to work in progress

Right now if user sends an reply from email address within the system its changing the state to work in progress

But if user sends the reply from personal email following context has been adding as an additional comment in the case but case is not changing to work in progress

so it should change to work in progress in our case, Adding the business rule conditions as screenshots for reference

please help me to resolve this issue @Ankur Bawiskar @Dr Atul G- LNG  @Shivalika 

[Shivalika · Accepted solution]

Hello @sri vijaya 

This opened for is dynamic me - what is it about ? I mean I think that is the reason, If additional comments have been changed by opened for - then only it will change the state. Try removing that condition and test once. 

Kindly mark my answer as helpful and accept solution if it helped you in anyway. This will help me be recognized for the efforts and also move this questions from unsolved to solved bucket. 

Regards,

Shivalika 

My LinkedIn - https://www.linkedin.com/in/shivalika-gupta-540346194

My youtube - https://youtube.com/playlist?list=PLsHuNzTdkE5Cn4PyS7HdV0Vg8JsfdgQlA&si=0WynLcOwNeEISQCY

[sri vijaya]

@Shivalika 

I have done the removal of condition and working fine but if we remove that condition all the non-opened for users also can make the change of state from pending to work in progress

so we need only opened for and guest reply emails to change state

is this possible?

[Shivalika]

Hello @sri vijaya 

I believe I have answered your original question. Kindly mark my answer as helpful and accept solution. 

And no not all not opened for will be making changes, only it will trigger when somebody changes the additional comments. So you can put condition on updated by rather. 

Kindly mark my answer as helpful and accept solution if it helped you in anyway. This will help me be recognized for the efforts and also move this questions from unsolved to solved bucket. 

Regards,

Shivalika 

My LinkedIn - https://www.linkedin.com/in/shivalika-gupta-540346194

My youtube - https://youtube.com/playlist?list=PLsHuNzTdkE5Cn4PyS7HdV0Vg8JsfdgQlA&si=0WynLcOwNeEISQCY