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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Need to prevent reacti...
Service | Customer Service, Contact Center, Fie...
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Need to prevent reactivating closed cases when there is a response after 7 days

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Posted on by J S Smith

Dear Community,

There is a requirement where I want to allow for reactivating closed cases only when the customer responds on the same mail chain within 7 days of resolving the case. But when the customer responds to the same mail chain after 7 days, it should open a new case instead.

I'm confused if "Create case when the case associated with the activity is resolved since" is what I need to use or if this configuration does the opposite of what I'm looking for. 

Thanks.

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    Community Member on at

    Hi Partner,

    'Create case when the case associated with the activity is resolved since' is what you need.

    ----"Create case when the case associated with the activity is resolved since. If you select the Create cases for activities associated with a resolved case check box, select the duration here. The application creates a case only if the case is resolved earlier than the duration you specify. If the incoming email is related to a case resolved later than the specified duration, the application only associates the incoming email with the existing resolved case; a new case won’t be created."

    https://docs.microsoft.com/en-us/dynamics365/customer-service/automatically-create-case-from-email#create-cases-automatically-using-rules 

     pastedimage1633063477971v4.png

    and the aboved settings is in legacy app,  But Automatic record creation and update rules in legacy web client are deprecated and will be shut down in October 2022. Please migrate your items to Unified Interface.(Migrate automatic record creation rules and service-level agreements | Microsoft Docs)

    If you are in customer service Hub(UCI), which is changed to 'Wait for a specific amount of time after the connected case has been resolved'

    https://docs.microsoft.com/en-us/dynamics365/customer-service/automatically-create-update-records#configure-advanced-settings-for-rules 

    pastedimage1633063180524v3.png

    pastedimage1633063040079v2.png

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