[SalesForce] How to alter Parent id of an email in email to case

I have email to case implemented However I want that if a case status is resolved and email is sent to same ref id then instead of having that email attached to same previous case , a new case is created.

I tried this implementing using a trigger however realized that email parent id is read only and I cant assign a new case id to it.

Best Answer

If a new EmailMessage comes in for a Case whose status is Resolved, and you wish instead to create a new Case, then:

The EmailMessage afterInsert trigger does the following:

Inserts a new Case (perhaps setting Case.ParentId to the previously-closed case)
Inserts a new EmailMessage with EmailMessage.ParentId pointing at the just-created Case

If the incoming EmailMessage has Attachments, then those Attachments will have to be moved through insertion/deletion using an afterInsert trigger on Attachment. Such trigger would look to see if its ParentId was to a resolved case and then would need to locate the newly-created Case, perhaps through the old Case -> new Case child relationship (pick most recent)

This is all tricky because the attachment is added after the EmailMessage is inserted on the original Case

Related Solutions

[SalesForce] Remove duplicate from Email-to-Case

Each Case will have a different threadId and the client will receive (if configured) two different auto-response emails. If the client wishes to add more comments to the case by replying to the auto-response, only one of the Cases will get the update. If you delete one of the two cases, you might be deleting the Case the client plans on responding to anew or the Case your service rep is already working on.

As such, even if you had an asynchronous APEX pattern (like Dan Appleman's) in place to delete one of the two Cases (the one that has no activity on it beyond inception), you might delete the Case the client thinks is the valid one.

Hence, such an asynchronous deletion pattern will need to re-inform the client of the 'true' Case - with explanation that duplicate Cases were errantly created.

Such asynchronous Apex pattern would run every minute (5 minutes) looking for stuff to do as driven by Appleman's custom Async_Request__c object (which corresponds to a new email-to-Case creation). You would look to see if there was a duplicate Case, figure out which of the two should be deleted, and notify the client with email alert of what happened.

[SalesForce] Trigger to create a new case, whenever there is a new email tag on the closed case in the email2case

You can obtain the Case History of your "old" Case by sub-quering the Histories table.

select Id,
 CaseNumber,
 Status,
 Subject,
  (select Field, OldValue, NewValue from Histories)
from Case
where .........

I am not sure where you wish to place this data on your "new" case.

Best Answer

Related Solutions

[SalesForce] Remove duplicate from Email-to-Case

[SalesForce] Trigger to create a new case, whenever there is a new email tag on the closed case in the email2case

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