We send out a survey to our customers when a case has been closed and currently, the survey is sent every time the case is closed. So if someone reopens a case then we close the case again it sends them a second survey. To try and get this to happen only once we tried creating a custom field checkbox called do not send survey but we want this field to be checked by a business event once the case is closed. I tried setting up this business event but wasn’t sure how to get the field to auto-check as we want this to happen on record change and the import scenario is not available on that type of event. Any help would be greatly appreciated.
Trying to send an email only once via business event
Page 1 / 1
In Short, Yes you need a separate field, either UDF or customized field and you need to set it using workflow or business events when case being closed for the first time.
Reply
Enter your E-mail address. We'll send you an e-mail with instructions to reset your password.