re-opening a close cased when a client sends an email to a closed complete case

[RosemaryHealy]

Hello,

I would like to know if it is possible to run a rule/workflow/script that would send a "closed complete" case back to "ready" state and notify the "assigned to" person when a closed case receives an email response.  We have had a number of employees who replied to email notifications after a case is closed and the HR agent does not know they have asked a question about a closed case because the case does not go back to "ready" and they do not get an email notification.

Thank you!

[Chandra18]

Hi @RosemaryHealy 

You can achieve this by "inbound action"(All > System Policy > Email > Inbound Actions.).

Please find the link for your reference apply for your table : https://www.servicenow.com/community/developer-forum/reopen-an-incident-using-an-email/m-p/1832501
OR
https://www.servicenow.com/community/developer-forum/reopen-an-incident-using-an-email/m-p/1832501
Thank you!

Chandra

[Dr Atul G- LNG]

Hi @RosemaryHealy 

May i know what business case for this? As per OOTB, once a record is closed should not be open / reopen. Its against the ITIL as well. 

[Krushna R Birla]

Hi @RosemaryHealy 

You can accomplish this by using Inbound Email Action as a trigger in flow designer.

What you have to do is set a proper inbound email trigger like type is received, subject contains ---- (Add anything relates to your email notification subject). Make sure your email properties for send and receive emails are enabled.

Now in action add below steps,

1. To set flow variable : Fetch your case number from your email subject

2. Look up record: Using that flow variable, find your record reference

3. Now update case record : Set state field to ready again

4. As soon as your case state changes to ready add send email action at last in your flow and add assigned to in to field.

Find below snapshot for your reference,

This will definitely helps you to resolved your issue. Let me know in case you need to understand the flow or you can DM on LinkedIn.

If this solution resolves your query, kindly mark it as the accepted solution and give it a thumbs up.

Best Regards,

Krushna Birla

Senior Software Engineer

Globant, Pune

[Sumanth16]

HI @RosemaryHealy , 

It is not recommended best practice to reopen closed case. Because if you are using Flow (or) workflow you need to reset the flow (or) workflow. Instead of that , if user reply to closed case, create another case through inbound email action.

If I could help you with your Query then, please hit the Thumb Icon and mark it as Correct !!

Thanks & Regards,

Sumanth Meda