Assign another status on cases created based on inbound email

[pehoma]

Hello,
I am right now configuring the group mail account that a case will be created. Is it posible to assign a special status ("created by mail") to all these cases? This status should only be used for this kind of cases created by an inbound mail.
Thanks for your help.

[Vadym]

Hi pehoma,

To implement the desired logic, do the following steps:

1. Go to the Administration -> Entity Manager -> Case -> Fields -> Status.
2. Create a new option (e.g., "Created by email").



3. Then go to Administration -> Entity Manager -> Case -> Formula and insert the following code:

ifThen(createdById == 'system', status = 'Created by email');

Documentation:

https://docs.espocrm.com/administration/formula/

Also, if you have an Advanced Pack, you can create a Workflow rule like on the screenshot below:



Documentation:

https://docs.espocrm.com/administration/workflows/

[victor]

Hi pehoma,

If you do not have an Advanced Pack extension, you can use a more complex formula than the one offered to you above:

ifThen(
    entity\isNew() == true && record\exists('Email', 'subject=', name) = true && createdById == 'system',
    status = 'created by mail'
    );

The status of the Case will change only once when it is created via Email. That is, when in the future you will change the status of the Case (for example, to Completed), the status will not return to the status created by mail.