Inbound Email Action: Create new Case on Reply if original Case is closed.

[Jozef2]

Greetings everyone,

Inbound Email Action create new Case on Reply if original Case is closed.

Here is the situation I am trying to solve:

1. We have an inbound action to create new Case if special support email is used in “To” or “Cc” field –> working fine.
2. New Case is created and then solved (Case is moved to state “Closed”).
3. Then for example: user realize reported issue still persist and will do “Reply” on existing email thread with watermark that was originally used to create Case that is closed now.

Expected behavior:

New Case should be created with details from last reply email if previous one is closed.

Actual behavior:

“Reply Email” is added into Activity stream into Closed case even there is inbound action in place that should handle this and create new Case.

Some investigation and workaround I tried:

1. Created business rule which delete all watermark records (in "sys_watermark" table) related to Case when Case is in state closed. This will break connection between Case and watermark from original email. à this not working (even watermark records not exist to be able to point to closed Case. The new emails from existing email thread are still added into Activity stream.)
2. Investigated and found SNOW using the “Header ID” and Case and email subject to find related Case record probably.
3. Here is what I found in email log: “Received id=<xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxHashcode> Classified as reply to 'CS123456789' found via In-Reply-To header”

So it seems header still have link to original Case and SNOW will do the action before have our inbound email action chance to do something -> so I suppose it is something that have higher priority and is done before first Inbound email action can start.

Could you please give and advice how to reach our expected behavior if possible?

Thanks a lot 😊

[zag]

Hi,

I solved this problem just recently. I created a True/False field called Auto Reply in the Case Table. I then got Flow Designer to switch that field to True or False if the External Comments were changed by anyone other than System. 

I then set up a Notification Rule that fire a Reply to the Contact and Watch List if the Auto Reply field Changes. 

I needed it to be the Auto Reply field to be like this thinking that multiple people could reply to a Closed case and this was a simple way for to take advantage of this field. 

Am attaching the Flow Designer layout. 

Please mark correct if it works for you let me know if you have questions.