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We are discussing with my team how to manage close cases when an employee replies after, lets say 6 months, and we need to take further actions.
In that case we can create a copy of the case (since we want to maintain the original KPIs in our queue) and send a copy case to another service line or administrator to provide further assistance to the employee.
The issue is, when employee replies to the email, the follow up will show in the original case instead of copy case and the new administrator won't have visibility of the new email.
Any idea how to mange this? Is there any way to relate both cases when the original is close to avoid this behavior?
Thank you!
Hello there.
How are you creating the new case?
One idea that I have is that you can add a workflow or plugin to retrieve the data needed from the old case to the new case, including tasks if needed.
My assumption is that it is getting attached to the old case because you are replying the email that was sent to the old case.
Emails have a field named _regardingobjectid_value who is in charge to tell to what the email will be attached. So, the first email sent to the customer from the new case, should has a link to the new case.
Regards,
#1
DAnny3211
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#2
Daniyal Khaleel
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#3
Abhilash Warrier
70
Super User 2025 Season 2
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