SugarBPM: Issue with Email Direction Condition in Case Workflow

Hi Community,

I have a workflow set up using SugarBPM. When a relationship changes on a Case—specifically, when an email is added—the action is to send a notification email to the Case assignee.

To ensure that notifications are only triggered by inbound emails, I added a condition that checks if the email direction is equal to "inbound". However, this condition doesn't seem to work as expected. Regardless of whether the email added is inbound or outbound, the assignee still receives a notification in both cases.

Should I add an additional condition, or is there a better way to handle this? Any suggestions would be greatly appreciated!

Thanks in advance!

0 Brenda Rossetto 17 days ago

Hi Fei Ning, did you get this sorted out? I think your start event criteria should be something like this instead:

The difference being that you should specify the field criteria within the relationship change evaluation rather than adding it separately. Your event is being triggered when an email is added and any one email (not only the one that was just added) has Direction = Inbound. So as long as the case as at least one other inbound email, this will always evaluate to true.

The documentation on this shows a similar example if you want to check it out: Relationship Change Evaluation

-Brenda