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Email received on a Closed Case

  • 1.  Email received on a Closed Case

    GOLD CONTRIBUTOR
    Posted Jan 21, 2021 03:37 PM
    We currently create a Case for every email received unless it has a token matching an existing case.  This causes an issue for us sometimes because a customer replies to an email for a case that we already resolved (A status we created a new field for).  It will then reopen the "resolved" case and our SLA's continue from the time it originally created the Case.  So, if we originally "resolved" the case in 3 hours, but 4 months later the customer sends us a reply to the same email string, the SLA looks terrible.  We wanted to put in a rule that if the Case has been "Resolved" for more than 48 hours, we want the email to create a new Case.  When we put that into Dev to test it, we found that the email was never picked up from Outlook, and we believe it is because the Case is Closed based on the token.  Is there a way to ignore the token in this scenario and create a new case?  We have talked that we can create another new field, and then update our Case Creation workflow with new steps in to look at the value in the new field.  BUt before building something custom, hoping someone has experience with this.

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    Tina Silver
    Sr BSA, CSM®
    SR Smith, LLC
    Canby OR
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  • 2.  RE: Email received on a Closed Case

    GOLD CONTRIBUTOR
    Posted Jan 22, 2021 02:44 AM

    Hi Tina,

    We had a very similar issue with emails on closed cases. What we wanted to happen is the following: when an Email is regarding a case that is already closed, take away the relationship between the Case and the Email, and create a Queue Item for that email, for it to show up in email queues again. We achieved this with a Cloud Flow.

    Now that the email is back in the queue, the managing user can decide whether the email should actually be linked to the former Case, or that a new Case should be created.

    Now, the difference with your story is, that we actually use the Resolved statecode of a Case. The Case is closed, and however a new email is received, it won't open up the case again (it will just be listed in the Timeline). Furthermore: Our SLA success criteria have already been met at this point, so this situation won't mess with the SLA Resolution times.

    I think the root of your issue is: how can you prevent an incoming email to change the status of the Case. Cause if you can take that step out, you can work with a flow like mine to decide if Resolved time is greater than 48h ago, and decide from there what to do with the status of your case, and the regarding of the email.

    I'm well aware that I'm not providing a full answer to your question, but it may put you on the right path. I'm also happy to help further if that could help.

    Regards,



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    Rogier Vriezen
    CRM Consultant
    Amsterdam, Netherlands
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  • 3.  RE: Email received on a Closed Case

    TOP CONTRIBUTOR
    Posted Jan 22, 2021 09:32 AM
    Tina,

    There is an OOB way to do what you want, in the latest online version, in the Automatic Record Creation and Update Rules, in the Rule, use the form "Record Creation and Update Rule:Record Creation and Update Rule - UCI" there is an Advanced setting, "Wait for..." this should do exactly what you are looking to do.  After the time set, an email response should create a new case and go on from there.


    Hope this helps,

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    Jim Corriveau
    A.W. Chesterton Company
    Groveland MA
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  • 4.  RE: Email received on a Closed Case

    GOLD CONTRIBUTOR
    Posted Jan 25, 2021 02:16 PM
    Unfortunately, we already have a process running using the Automatic Record Creation and Update Rules.  And since you can only have 1, we had to build out own process for these emails.

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    Tina Silver
    Sr BSA, CSM®
    SR Smith, LLC
    Canby OR
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  • 5.  RE: Email received on a Closed Case

    GOLD CONTRIBUTOR
    Posted Jan 25, 2021 02:17 PM
    Edited by Tina Silver Jan 25, 2021 02:17 PM
    I will look into this option.  Thank you Rogier.

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    Tina Silver
    Sr BSA, CSM®
    SR Smith, LLC
    Canby OR
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