Case teams

[waffletchnlgy]

Case teams conceptually sound great. It allows for escalation engineers to be added to the case, or for the field application engineer to follow a case.

Getting notifications on case activity is hard: it took us 3 workflows and some odd criteria to notify the entire case team that a case comment (both internal and external) was added to the case.

We haven't figured out how to do this for incoming or outgoing emails: (1) if the customer sends in an email (added via email-2-case) or (2) If one of the case team members sends an email, then notify the entire case team.

Anyone have gotten this to work?

These two scenarios sound so basic to me, that I do not understand how one can use case teams without these features. Do you know?

[msilber]

As of the Spring 08 release you have access to the Case Email Message in workflow (similar to Case Comments in Winter 09). You can build the same workflow and use the IsIncoming field to determine if it's an inbound or outbound or outbound. You also have access to all the other email fields, including From Address to determine if someone from your company sent the email or it was from a customer. You would need to build workflow similar to what you did for Case Comments to then perform an action (i.e., notify the Case Team about the new email, update the Case Status, etc.)

Hope this helps.

[Gemini@Work]

Neat idea, and it gave me a new one.  If any of my internal users add a Case Comment, I'd like to add them automatically to the Case Team.  I think I'm going to tackle that as my next project.

I'll chime back here when/if I get it working (my "neat idea" projects often get side-tracked by the boss).  :-)