Last received email in case changing status

[Emmker]

Hi.
I have created a "need reply" status in cases.
The goal is to automatically switch a case to "need reply" status whenever the last email in the cases stream is from a third party (customer, vendor, or whatever) and not an answer from our agents.

I tried to do it with a report with filters: emails.is Replied (yes)
but that gives me the cases with my agents replies also.

[victor]

Hi Emmker,

For old cases, you can implement a one-time solution, after which disable Scheduled Workflow:
- Create a List Report for the Email entity with the filters you need (for example, with the ones in screenshot 1).
- Create a Scheduled Workflow for Email entity, where in the Target Report field you select the List Report from point 1 (screenshot 2).
- Under Actions, select Update Related Record with the options shown in screenshot 3.

Wait a few minutes for the Scheduled Workflow to work on each email included in your List Report. After that, deactivate or remove Scheduled Workflow so that it does not burden the system.

For new cases, create a Workflow with Trigger Type After record created:
- In Conditions, specify the parameters from screenshot 4.
- Actions are the same as in screenshot 3.