Yes you can do this with a simple workflow rule on "Incident history". When action is "Email Received" update the parent Incident record with the Template function.
So create a template, set the status in the template. Now do a fieldupdate in your workflow on Incident with field "Template", select formule and set here "<the name of the template>"
That doesn’t seem too difficult.
I really appreciate the help.
Hello Paul, a quick follow-up.
If both a staff member and Customer are replying to the EmailReply
from their outlook, it will always just be an Email Received action.
Is there a way to differentiate between the two - So we only update the status when the customer replies?
Thanks - Rich
You can include some function to see if the new action contains the client name. On the other hand the chance that staff will send in an email is pretty low as they work in RF and don't a reason why the send emails in to the system
you can add something like so action history was added by client
BMCServiceDesk__actionId__c ="Email Received"
&& BMCServiceDesk__FKUser__c= BMCServiceDesk__FKIncident__r.BMCServiceDesk__FKClient__c