Check if any email received in the last 10 days

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

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.

Hi Yves Bourgarel ,

Thanks for that detail. Can you provide responses to my 2nd and 3rd bullet points so I can better understand your requirements?

Chris

sorry, forgot : 

no to both 2 and 3

sorry, forgot : 

no to both 2 and 3

 Hi Yves Bourgarel ,

Since you have a straightforward use case, you should be able to achieve this with two process definitions and some additional configuration:

1. Create an additional case status (if you don't already have one) to signify when a response is received from a client
2. Utilize your existing process definition with the following design:
   
   The event-based gateway waits for the first of the two events to happen before proceeding (i.e. either the status changes to the 'Response Received' status or 10 days elapse).
   
   
3. Create a second process definition with a start event set to trigger on a relationship change when the case is in your 'Pending Answer' status:
   
   The process would have an action to then update the case to the 'Response Received' status to satisfy the event-based gateway of the prior process defintion.

There are a few notes regarding this solution:

• Ideally this could be solved in a single process where the receive message event in the first process is a relationship-based condition of 'Emails Added'. While you can do relationship-based receive message events, for some reason the Emails relationship is not available there, but it is in the start event. I can't think of a reason for the discrepancy so this may be a bug.
• If you are on Sugar 14.2, I do not recommend this solution until bug # 95922 is addressed. The bug affects processes with relationship-based start events and will trigger regardless of whether a relationship event occurs.

I hope this helps!

Chris

Thanks,

My challenge is going to have this status "when an email has been sent from a client."
The only solution I can think about is to have a BMP changing this status when we get a new inbound email relation.

Our testing environement is in 14.2 so we are also stucked with this 95922 bug. I need to wait for them to solve it.

That's what I have - a case that was set to "Customer" updates to "Pending not new" when a customer replies.