Filter for unassigned Cases

Question

Hi good people! I&acute;m setting up another inbound email handler that will create sales related Cases. I need to be able to identify those sales related Cases from other brake-fix Cases so I can make a filter for those employee&acute;s attending only to those sales related Cases. I was going to filter on the unassigned until I remembered that we only have two options there: I don&acute;t seem to be able to set any fields in the inbound email handlers :/ Any ideas how I could solve this use case? Thanks in advance, KGM

Kristjan Geir Mathiesen · Accepted Answer

Hi Bj&ouml;rn Canales Pfisterer I&acute;ve got a solution, part of it from Dennis Wangerin and then three logic hooks: 1. In Studio > Cases module create two calculated text fields: - related_email_c calculated with formula: related($emails,"to_addrs_names") - is_assigned_c calculated with formula: greaterThan(strlen(toString(related($assigned_user_link,"last_name"))),0) ( or any other required field in users that can be used to check if a user exists) 2. Add the two text fields to Studio > Cases > Layouts > Search ( And to recordview to test ) 3. Either import a new email to create a case, or resave an existing case to confirm the values populate to the two fields 4. In Cases listview create two new filters: - related_email_c - exactly matches: <sales emailaddress> - is_assigned_c -exactly matches: false 5. Logic hook for changing Teams on the Case 6. Logic hooks for changing Teams on the associated email Thanks again everyone, KGM