Check if any email received in the last 10 days

Question

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 ?

Yves Bourgarel · Answer

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: 
 
 Create an additional case status (if you don't already have one) to signify when a response is received from a client 
 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). 
 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