React to email reopens the case

[preethigovi]

Hi Team,

Whenever resolution email is send for HR case and the user reacts to it in outlook 👍, its again reopening the case. How we can avoid this action.

[Salmon Raj V]

Hello @preethigovi 

Please look into below points for your issue.

1. Review Inbound Email Actions
Look for any action that updates or reopens the case when an email is received.

2. Check for Flows or Business Rules
Go to Flow Designer and check if any flows are triggered on email replies.
Also check Business Rules on the sys_email or HR case table that might be reopening the case.

Regards,

Salmon Raj Valaparla,

Mobile: +917659937955.

[GlideFather]

This is OOTB behaviour, you set Case (or Incident) to Resolved state and when the caller responds to it, it is reopened regardless it is "Issue is not fixed" or "Thank you for your support, issue was fixed" 😛