I'm just wondering if its possible to create a Workflow that will update a Resolved case from 'Closed' to 'Reactivated' when a new email is received regarding the Case.
So, for example, when the Case is resolved with a Status Reason of Closed, I then send a new email regarding the Case, and we would like the Status Reason to then automatically change to Reactivated. We need to do this in order to trigger an SLA to restart if a reply is sent to a reactivated Case.
I have tried testing this using both Email and Case as the primary Object of a Workflow. But when I use Case, I cant select Email from the Regarding options, and when I use Email, then choose the Update Record step, I dont have an option to update the Status Reason.
You should be OK to do this, as long as the email is set to be regarding the case.
Create D365 Workflow/process (background is fine)
Run on email table, and set to run on create of record
Check to see if email is regarding a case with a status of resolved or cancelled
"Change Record Status" back to Open - In Progress
You might be getting hung up by trying to use the "Update Record" action instead of "Change Status", which is much easier in this situation.
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