Reopen a case when email is received

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Posted on by Nicole Williams

I have a workflow running on create of an email record, if the regarding (case) status = resolved, change case status to not started. (I am using this with the email to case functionality).

The workflow on the email says it completed successfully but it never changes the status of the case. Any idea's as to why this isn't working properly? TIA.

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sandeepstw 4,601 on at

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check out this link:

www.microsoft.com/.../automatically-create-a-case-from-an-email.aspx

Hope this helps you and please mark answer as verified.

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Nicole Williams on at

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I have already created a case from an email. On reply of the email, I have a workflow running to reopen the case if it is resolved. The workflow is not working,

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Bruno Maciel Servulo 125 on at

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Your workflow should be working. Use audit to check if the regarding field is being updated rather than informed on creation.

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Kerem Dundar on at

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Hi Nicole,

Could you try to empty field case resolution before changing status to not started?

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