E-mail to case question

[peterberlin]

Hello,

when espocrm creates a case from an e-mail, you can configure that this case is assigned to a user.
Automatically the status of the case is set to "assigned".

Is there a way to change the code of Espo so that the status is set to "new"?
peter

[rabii]

Hi,

Check this out https://github.com/espocrm/espocrm/b...Fetch.php#L558

this is where the CRM set the case status to assigned, you can overwrite it but it won't be upgrade safe, i think one way is to create a hook and copy and paste and just amend as you wish.

good luck

[peterberlin]

Many thanks rabii

That helps me further.

[lazovic]

Hi peterberlin,

Please go to the Administration > Entity Manager > Case and try to insert this lines into Formula:

ifThen(
entity\isNew() = true && entity\attribute('status') == 'Assigned',
entity\setAttribute('status', 'New')
);

[peterberlin]

Many thanks lozovic

but it does not work with a formula. Formula is not activated by itself.
Some time ago, I had suggested that I should be able to execute a formula when creating a case from an email.
Unfortunately, this option is not available in the configuration.

[Vadym]

Hi peterberlin

Such logic can be implemented via Workflow. Screenshot with configurations attached.

[lazovic]

peterberlin,

I tested this formula both manually, creating a new Case with Assigned status on my own, and automatically through Workflow, when, for example, when creating a new Contact, the system had to create a new Case with Assigned status. In all cases, the statuses changed immediately to the New status.

The only thing that can be added to this formula is the field 'createdById' == 'system', as Vadym rightly noted a little higher.

In any case, if you find a suitable solution for yourself, that's great.

[peterberlin]

Many thanks to all who have replied.