Reopen Count Field Value population

Sumanth16 · ‎06-07-2018

If the case is reopened from any functionality in system like UI action (or) Inbound Email Action ,I need to populate "reopen count" value in that field.What is the best practice to do this.

Brian Lancaster · ‎06-07-2018

I don't think you would do this on the email actions but on the table where the case is located. So for example if you have state of resolved and when it moves back to in progress you would then update that filed. This way you would only need one business rule that would capture all ways a case can be reopened. So you condition in the business rule could be something like.

current.state.changes() && current.state == 'state value for in progress' && previous.state == 'state value for resolved'

I'm not sure since I don't use case management if these are the corrects states but it should lead you in the correct direction. After that the code in the incident one should be the same except maybe for the filed name you need to update.

View solution in original post

nayanawadhiya1 · ‎06-07-2018

There is a OOB business rule named as "Reopen Count" on incident Table.

Check that business rule.

Sumanth16 · ‎06-07-2018

I think that business rule will not trigger when case is reopened from Email action.

Brian Lancaster · ‎06-07-2018

No but you should be able to create the same type of business rule on the table for cases. Then you would just need to have it update the count on the correct field in case management.

Sumanth16 · ‎06-07-2018

Thanks for your response .

Can you help me business rule for email actions?