How to reopen closed case

[Rishi Gupta]

Hi, I want to know how to reopen a closed case when we receive an update\reply on it via email?

[Willem]

Normally a Case would be set to resolved. After x number of days it will be closed. In the period from Resolved to Closed it can be reopened. After that the user must create a new Case.

If you still want to reopen, please find:

https://community.servicenow.com/community?id=community_question&sys_id=18c3a7d0db05c41c5129a851ca96...

[Ankur Bawiskar]

@Rishi Gupta 

You will have to configure inbound email action for this if there isn't any.

Refer this OOB inbound email action for Reopening Incident

Name: Reopen Incident

URL: https://instanceName.service-now.com/nav_to.do?uri=sysevent_in_email_action.do?sys_id=62db1effef7221002841f7f775c0fb6c

What it performs is -> when reply comes it sets the Incident State as Active

You can have something similar on your Case Table which you want

below links should help you as well:

Reopen or closed incident by mail in ServiceNow

Email Re-opening Closed Incidents

Regards
Ankur

[paulmorris]

Be wary of re-opening records as it can invalidate reporting.

E.g. Record is closed in July, report for closed records in July gets sent, the record is re-opened in August, then closed in August, you now have a record that was closed twice, inflating the statistics. This can have contractual implications too - re-opening the record could make a previously passed SLA fail. It's just not a great idea to implement and would be non-standard in this industry.