Reopen the resolved incident if the again the email is received within 2 days of resolved incident

[SK41]

Hi,

I have a requirement where I have to reopen an incident which is in resolved state, The case should stay resolved for 2 days. If another email is received against the incident within those 2 days when the case is in Resolved status, then the case should go back to WIP. How can I achieve this requirement through a flow designer.

I have created a flow which runs daily to check what all incidents are in resolved state from 2 days and then I close them. How can I add this requirement in that flow, if a new email is again received within 2 days then reopen that incident?

The target field in sys_email table contains the record, how can I use it in flow designer to achieve this requirement?

Kindly, suggest!

Thanks!

[Cris P]

You should do this in a separate flow as below:

Set it to trigger on update, and to check against the resolved field:

Then add a single step in the flow as below:

Set the state back to what you need:

Some things to think about would be do you want this functionality to happen on any update of the ticket? Or only if the "CALLER" updates it? You can add further conditions in the trigger to achieve this.

[SK41]

No, the requirement is if we receive an inbound email for the particular incident within two days of incident resolved then reopen the incident, if we are receiving email after two days then no state change. How can I check if the email is received within two days in flow designer? This the requirement where I am stuck. Could you pls help on this

[lwhite]

Hi Giga,

Did you find a solution you can share?  I have the same issue only I want to prevent reopening after 5 business days.