Automatically updating state field when sending email from the record.

[peterwigham]

Hi guys,

I was just wondering if anyone had ever had the same requirements as myself or if anyone could point me in the right direction here.

We have a requirement whereby if a user sends an email from a record using the email client the state of that record should automatically update. For example; if Analyst A is looking at a record but needs more information he can use the email client to email User B. On sending this the email we would like the state to update to 'Awaiting User'.

Does anyone have any idea if this is possible and if so, how this can be achieved?

Thanks in advance,
PW

[kapnk]

the first mod_count is when the Email window is first opened.
mod_count - 1 is after the user has sent the email
mod_count - 2 was after the system processed the email

I think I had previously tracked it by looking at the the different times a message was updated in the mail logs. It was awhile ago when I first looked at this so I may not be correct.

[SamuelTse]

It makes sense of what you are saying. I tried to look at the email log and I noticed there are few different values for sys_mod_count: 0, 1, 2, 3 and 9. Tried to google what those number means and couldn't find anything. I guess I will keep digging and see if anything comes up. Again, thanks for your help and explanation. I can't imagine how I am going to figure this out myself 🙂

[david_hreben]

I would like to achieve something similar with email client. I need to update a field(it should be a number or text) in the outage plugin by sending an email from the incident that has an outage through email client. Can you point me on the right direction? Thanks!