How to identify new email coming to closed cases in customerservice_Case.

[Vinay Chaurasia]

I have to create a report which will show those cases which received email after getting case closed.

[Anil Nemmikanti]

Hi @Vinay Chaurasia ,

As per my knowledge, I think OOTB there is no feature to identify that but you can create a new field on the table to add the count and you can create a Inbound action which will update the count.

Please let me know any help required to with Inbound action.

[Vinay Chaurasia]

Please confirm that count will be updated only when email received for closed cases. It will be highly appreciated if you can help on inbound action too.

[Anil Nemmikanti · Accepted solution]

// Get the email subject and body
var subject = email.subject;
var body = email.body_text;

// Look for a ticket number in the subject (e.g., INC0000001)
var regex = /INC\d{7}/;
var match = regex.exec(subject);

if (match) {
  // A ticket number was found
  var ticketNumber = match[0];
  var incidentGR = new GlideRecord('incident');
  incidentGR.addQuery('number', ticketNumber);
incidentGR.addQuery('state','7'); // please add state of closed
  incidentGR.query();

  if (incidentGR.next()) {
    // Incident found, update its comments
    incidentGR.count = incidentGR.getValue('count')+1;
    incidentGR.update();
  } 
}

Use the above code inbound action.
create a new field in the table update the same in the code, and update table names as well.

[Ankur Bawiskar]

@Vinay Chaurasia 

there is nothing available out of the box for this.

You can use a true/false hidden field on Case and whenever Inbound email is triggered and if email came for target case which is Closed/Inactive, then update that flag as True

If my response helped please mark it correct and close the thread so that it benefits future readers.