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How to: Execute Workflow on existing support case (ticket) upon receipt of new email

edited Dec 2, 2019 3:39PM in SuiteCloud / Customization 4 comments

Scenario:
* Existing support case (ticket)
* New inbound email

Objective:
* Change case status on new inbound email

Use case:
* Support engineer changes ticket status to "Resolved - Pending closure"
* Scheduled Workflow moves ticket from "Resolved - Pending closure" to "Closed" on next business day (this scheduled workflow is already working and is not the subject of this request)
* If an email is received (external email, inbound) on the case while the case is in "Resolved - Pending closure" status, Workflow should activate and move case back to status "In progress"

Management may still opt to close cases, but support engineers are restricted via SuiteScript from putting tickets in Closed status.

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