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reopening resolved cases with the same case number

  • 1.  reopening resolved cases with the same case number

    Posted Jan 14, 2019 03:45 AM
    Hello,

    1. When a case has been resolved, an acknowledgement email is automatically sent to the client who initiated the case stating that the case is resolved.  The case number is on the email acknowledgement.
    2. Some time later, the client replies to the email acknowledgement that the case has still has issues.  I want the case to be reopened with the same case number.  I also want another acknowledgement email to be sent back to the client stating that the case has been reopened and we will get back to them shortly.

    I have been trying to do this without using North52 scripts.  Can you help?

    CAM

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    Charlotte McKenzie
    UALI
    SILVER SPRING MD
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  • 2.  RE: reopening resolved cases with the same case number

    TOP CONTRIBUTOR
    Posted Jan 15, 2019 05:59 AM
    Charlotte,

    I created an OOB workflow to do this.  On the email entity, on record create, check to see if the direction is incoming and the regarding is regarding(case).  At this point you can add any other criteria you want, like the Case status is inactive, or exclude specific From email addresses.  For example, if the email is from the Case Owner the system takes no action because it is just the Owner sending in final notes or information to the Case that does not require action.

    I also reactivate the case if it was inactive and set the Case record status to "Email Received" so Customer Care or any other group working cases are aware that something new has been added.  In the workflow you could send another acknowledgement to the sender.  You may want to add a condition that excludes sending the acknowledgement if the Case is already active or the From is an internal addresses.  So what you are trying to accomplish is completely doable using OOB workflow functionality.

    We are using v9 online, exchange online, and Server Side Sync.  If you need more info let me know.

    Hope this helps,



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    Jim Corriveau
    A.W. Chesterton Company
    Groveland MA
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