Reopen closed case using Case Creation Rules CRM 2016

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Hi ,

Can anybody tell me if CRM case creation rule supports re-opening of a Resolved Case if that case gets an email from customer.

ex: CRM receives an email and that email is converted to Case using Case Creation rule. A support executive solves the case by replying to that case and sets it to resolved. The customer then again replies to that email.

Does the Case creation rule support the reopening of the closed case.

Thanks

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Sam Conroy 274 on at

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Did this ever get resolved? I'm looking into the exact same thing at the moment.

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Community Member on at

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Also looking for an answer to the same question. Anyone? TIA

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Srujan K 317 on at

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Refer the blog - www.microsoft.com/.../set-up-rules-to-automatically-create-or-update-records-in-dynamics-365-customer-service.aspx for more details.

CRM attaches the emails to resolved cases , if your scenario does not work then a workflow can be created to change the case status upon receiving an email on resolved case.

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Syed Ibrahim 6,257 on at

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Even though the case is closed, if customer replies to the same email thread it will go and tag to tat case. You can create a custom field on case to store the count of email upon received . If the count is 2 thenchange the status to open using workflow.

Hope this works for u.

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