Microsoft Dynamics CRM (Archived)

Case Reopened Email Workflow

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Posted on by Alexadkin

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HI,

I have tried to create a workflow that when a support case is closed and reopened thereafter it emails the case owner.

Im not quite sure how to achieve this as I'm looking at tapping into the "status" when reopened only thing i can seem to do is fire an email when the status changes and i don't want an email sending when case created or resolved just reopened.

Has anyone got any suggestions or examples?

Thanks

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Alexadkin 517 on at

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Ok, i have tried workflows, actions, Im guessing i need to use some javascript or plugin to do this. The issue as most of you will know is there is no way to tap into the reactivate

This is whats happening

The only thing that does work is a timeout or wait but potentially i will have 1000's of waiting workflows which doesn't really help.

Am i missing something?

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Sindre Wetting on at

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You can have a workflow that executes when the state of the opportunity changes. Set the workflow to execute when "Record status change"

In your workflow you can check what kind of status the record has, i.e is it open or closed. If you want to check whether it was reopened, you'll have to create a shadow status attribute which is set when the record is closed.

If status == open && shadowstatus == solved email owner
update shadowstatus to some value
if status == closed
update shadowstatus to solved (or some other value)

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Aiden Kaskela 19,696 on at

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Hi,

You don't need a custom workflow activity - your trigger is on status change and the field thing your workflow does is a Check condition on the status of the case, and only continue if it's the right status.

Hope this helps! I'd appreciate if you'd mark this as Answering your question.

Thanks,

Aiden

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Aiden Kaskela 19,696 on at

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In this case you don't care about the last status because the status change won't fire when the record is originally created. The only time it would run and pass the check condition is if it was reopened.

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Alexadkin 517 on at

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The only status i could create this on is "active" and the reason i didn't do it this way is because i presumed (rightly or wrongly) that if i set the trigger and run on status change that this workflow would kick in when the case is first created? Is that not correct?

Thanks

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Aiden Kaskela 19,696 on at

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Hi,

You should definitely test it, but I *believe* that a state change doesn't occur on create of the record.

Thanks,

Aiden

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Alexadkin 517 on at

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HI,

Thanks for your help. This unfortunately fires on every status change so isn't a solution. Surely this would be a common scenario for a lot of service desks??

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yleclerc 1,549 on at

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Alexadkin,

Did you ever find a solution to that? I tried to fire the workflow on status change, but it does start on create and on status change, which doesn't make any sense. Just like you, I need it to fire only when the case is reopened.

Thanks!

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Alexadkin 517 on at

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Aside from writing a plugin it doesn't appear possible. Bizzare that this wouldn't be supported oob

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Maheshalladi 5 on at

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Hi Alexadkin,

Try this one.

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