Hi Everyone
Our helpdesk has a queue where all the client emails appear. A consultant will read an incoming email, set the Regarding field and assign it to themselves with the "Work On" button. After working on what the email required they will then reply to the client with the From field changed to the Queue email address.
If the client responds back again, that email will come back into the queue.
What I am trying to do is set the "Worked By" field automatically for this incoming email that is regarding a previous email.
I thought of two solutions:
1. Run a workflow on all newly created Queue Items. If the related email has the Regarding field set, search in the queue for any other email with the same object in the Regarding field and use that Queue Item's "Worked By" field. (I can't figure out how to search for records in a workflow)
2. Create a new field on the Email Entity called "WorkedBy". When the "Worked By" field is set on the queue item, set this field as well with workflow. Now, when Reply is used, set the new Draft email's "WorkedBy" field to the parent email's "WorkedBy" field. (Here I create workflow that runs when a new email is created. How do you know if this email is a reply email? And how do you access the parent email to which this is the reply to in workflow?)
We are using CRM2011 but will be upgrading in the next few months if that helps.
Thanks
Madeleine