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Case Reopened Email Workflow

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Posted on by 517

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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  • Suggested answer
    Kokulan Profile Picture
    Kokulan 18,050 on at
    RE: Case Reopened Email Workflow

    The original post is about 3 years old. However, if anyone still looking for an OOB solution, please see below, the solution is something I had to implement in a recent project

    Create a real-time workflow, that triggers On After Status change.

    Check the new status is Active and if so send the email notification. The workflow does not have to trigger on Create event as you only want the email to be sent on Re-Activation of the case.

  • Suggested answer
    Maheshalladi Profile Picture
    Maheshalladi 5 on at
    RE: Case Reopened Email Workflow

    Hi Alexadkin,

    Try this one.

    2018.CASE.png

  • Alexadkin Profile Picture
    Alexadkin 517 on at
    RE: Case Reopened Email Workflow

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

  • yleclerc Profile Picture
    yleclerc 1,547 on at
    RE: Case Reopened Email Workflow

    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!

  • Alexadkin Profile Picture
    Alexadkin 517 on at
    RE: Case Reopened Email Workflow

    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??

  • Aiden Kaskela Profile Picture
    Aiden Kaskela 19,694 on at
    RE: Case Reopened Email Workflow

    Hi,

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

    Thanks,

     Aiden

  • Alexadkin Profile Picture
    Alexadkin 517 on at
    RE: Case Reopened Email Workflow

    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

  • Aiden Kaskela Profile Picture
    Aiden Kaskela 19,694 on at
    RE: Case Reopened Email Workflow

    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.

  • Aiden Kaskela Profile Picture
    Aiden Kaskela 19,694 on at
    RE: Case Reopened Email Workflow

    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

  • RE: Case Reopened Email Workflow

    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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