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1. Re: Change customer on an Incident from Internal Services to another user based on sender's email address
AlasdairRobertson Feb 22, 2018 4:51 PM (in response to hjohnson)I have a few ideas for this but the easiest is to create a workflow (example here) that pulls the email ToAddr field to the incident record then do a find on it and if it contains your 3 characters then search and link to your target employee.
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2. Re: Change customer on an Incident from Internal Services to another user based on sender's email address
hjohnson Feb 26, 2018 4:10 PM (in response to AlasdairRobertson)The link to the example was very helpful. I'm also interested in your other ideas to accomplish the same thing.
For anyone interested, here is what I did (using the link to the example above as reference):
- Created an IncidentAssocJournalEmail relationship and added the condition "$([OtherObject]Incoming == true)" on the relationship. I was only interested in the first email that created the incident.
- Added a field to the Incident business object titled "SenderEmailAddress"
- Created a Quick Action to pull the sender's address into the "SenderEmailAddress" field using the following expression: (ForEachChild("Incident#", RecId, "Journal#Email.Rev2", $(FromAddr))).
- Created a Quick Action to update the Incident with the employee record I wanted as the customer.
- Created a Saved Search to show any Incidents from the Sender's Email Address (or in my case the ones that started with certain letters)
- Created a workflow to pull everything together:
Configuration/Trigger
Workflow
Quick Action Block
Run for Search Block
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3. Re: Change customer on an Incident from Internal Services to another user based on sender's email address
AlasdairRobertson Feb 26, 2018 4:38 PM (in response to hjohnson)Nicely done and a good write up, you can do it all in the same workflow if you want, once you have grabbed the email address to a field on your incident record you could use the Find() function to test the email address and set a boolean flag on the incident record then call an if block to test the flag, if it returns true it runs a search and link action to relate the record to a new owner.
The following doesn't effect the work you have done (after all it works) but a couple of things to be aware of:
- Workflows are not always instant, they run on a frequency based service so it is good to get as much of the functionality you want in to a single workflow if possible.
- Using a run for search block over all the records in the database every time to update a single record will take longer as more records over time which could slow down the processing.
- In the saved search ensure you exclude records that have been closed to avoid conflicting with final state rules.