Update Case Status On Contact Reply

[marcbeinder]

Is there a way to update a case's status when a contact replies. I have many custom statuses for cases, and when I'm waiting to hear back from a contact, I place the case into an "Awaiting Info" status.

What I would like to have happen is when the case is in this status and the customer replies, the status is updated to "Open". I know how to write the workflow to change the status, I'm just not sure what event should be the trigger.

Note: This should only happen when the contact replies to the case. If a user replies to the case, then this workflow should not trigger.

[Kharg]

If Contacts replies using mails you can use Advanced Pack Workflow
Select ‘Note’ entity type.
Add field ‘Type’ with the value ‘EmailReceived’.
then you can add the action to change the related entity status value.

[eymen-elkum]

You can achieve this using formula, I am not sure why yuri disabled it for note entity, but you can access it using this link:

https://{yourcrm.com}/#Admin/entityManager/formula&scope=Note

Write this formula will help:

ifThen(
    parentType == 'Case' && createdBy.type == 'portal',
    record\update('Case', parentId, 'status', 'Client Replied');
);​​

[marcbeinder]

Awesome! Thank you guys!!