WF fusion - email to case closed

[GeraldFa]

Hi,

Good day,

searching for your brilliant ideas regarding my project,

scenario goes like this, 

1 email to case: If new message received by email it automatically creates an issue to WF (scenario working)
2 reply to email then close the case: if the assignee replied to the email that the issue is resolved, it will auto close the issue. 

here is my testing scenario.

I dont know how to connect the WF module (record update) to WF module (create a record.)
Maybe you have another way out. 
Thanks, 

[etaylor]

💡 Approach 1: Using Workfront Fusion’s event trigger + condition logic

If you’re building this automation in Adobe Workfront Fusion, here’s the clean way to do it:

1. Trigger module:

   • Use the “Watch Email” or “Watch Inbound Email” module to capture replies to the original email thread.

2. Find the related issue:

   • Use either the “Search Record” or “Lookup Record” module to find the Workfront issue created by the original email.
   • Match it based on a unique identifier (case ID or email subject reference).

3. Conditional logic:

   • Add a Router or Filter that checks if the incoming email message body or subject contains text like “resolved” or “closed” (you can fine‑tune this condition).

4. Update the issue (Record Update module):

   • Add an “Update Record” module that changes the issue’s status to Closed or Resolved.
   • Make sure the Record ID input for this module comes from the Search/Lookup step above, not from the “Create Record” step.

👉 You don’t actually need to “connect” a Create Record to an Update Record module — the Update module should reference an existing record’s ID, not a newly created one.

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💡 Approach 2: Use “Email Reply Auto-Close” pattern

Workfront Fusion supports listening to updates on objects:

• Use “Watch Event in Workfront” → choose “Update on Issue” as the event.
• Filter where update.type = comment added AND actor = assignee AND text contains “resolved”.
• Then trigger Update Record (Issue) → status=Closed.
  
  

Some documentation that may help as well -

https://experienceleague.adobe.com/en/docs/workfront-fusion/using/references/apps-and-their-modules/...