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Hi there,
i am trying to get a case to auto re-open if a customer emails back in to the same email chain containing the case number. I have seen some information saying this is out of the box with workflows but cant seem to find information on how to do this can anyone assist or provide advice on any other ways of achieving this please? Any help would be greatly appreciated.
Thanks
Gary
Hi
I don´t have a full walkthrough, but my recommendation is to register the plugin on the creation of the email activity or two create a real time workflow on the creation event, this should execute before the case creation rule which is async.
Thank you for this. Do you by any chance have a walk through of where to place this to ensure it fires before the auto case creation rule I have setup on our queue?
Thanks
Gary
Hi Gary
You'll need to create a custom workflow or plugin that is executed on the creation of an email record, this should be able to track if the email is a response for an existing case, for example checking if the related case field contains data and it is related to a resolve case.
Next you just need to add the statp to change status of the regarding case from closed to open followed by another email stating your case is re-opened.
Kind regards
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