Reporting on Case metrics

[Nishant16]

I need to set the Action status of a Case to 'Needs Attention' and autoclose to 'False' whenever the resolved case resolution is rejected by the user on the portal. How should i achieve this? Also, the corresponding record change needs to be captured in the metric table(sn_customerservice_case_metric) table for reporting.

[Nishant16]

Hello @Logan Poynter 

Basically, i need to set the action status of a case to "Blocked by Client" whenever i resolve a case, for which i wrote a before BR to update the Action status. However the same is conflicting with the out of box subflow "Update Case for Action Status" which is updating it to be empty.

How should i proceed for this requirement, a little help will be much appreciated!