Check if any email received in the last 10 days

Good afternoon,

I'm trying to create the following rule, but have hard time finding out the right way via BPM :

When status of ticket is changed to = "Pending answer", wait 10days, if no email from client then close the ticket.

In the BPM i thought about something like :
- Starting condition = status "Pending answer" ---> Timer 10days ---> Look if there is a new inbound email ---> Close if yes.

The issue I'm having is the "Look if there is a new inbound email"

Any thoughts ?

0 Chris Raffle 1 hour ago
Hi Yves Bourgarel ,

Depending on your use cases, you may be able to configure SugarBPM to meet your use case. For some of our clients, we have had to introduce some customizations to adequately address the use case. Once you answer the following question, I can better assist:

How are emails received on cases today? (e.g. Sugar monitors an inbox and emails are related via the case macro in the subject, users manually archive emails to cases via Sugar Connect, etc.)

Do your users also archive emails that they send to clients regarding cases?

Are there potentially third parties on an email that could reply where that would not qualify as a 'client' email?

Chris
Co-Founder | SugarCRM's 2024 Global Outfitters Partner of the Year
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0 Yves Bourgarel 34 minutes ago in reply to Chris Raffle

Hi Chris,

Emails can be received via 3 different channels:
- Emails to a monitored inbox, using the case macro to ID it, indeed.
- Sugar plugin for Outlook (even tho this channel might disapear soon for us)
- An API generates an email in a case, from the secured messaging in their online account.
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