email reopens the HR case

[Vinya Jakkula]

Hi Team,

Could anyone help me with this? When users respond to an HR case after 1 year, the case currently reopens. Instead, I need to stop it from reopening and automatically create a new ticket. How can I achieve this?

[Rafael Batistot]

Hi @Vinya Jakkula 

You need to update the code that reopen the hr case after 1 year, if you create a new one probably that this behavior will continue. 

Kindly sheared the code or the flow that have this behavior? 

[Ankur Bawiskar]

@Vinya Jakkula 

you can identify which OOTB Inbound action is reopening and comment the code which updates, write your own script to insert new HR Case.

what did you try and where are you stuck?

If my response helped please mark it correct and close the thread so that it benefits future readers.

[M Iftikhar]

Hi Vinya,

By default, ServiceNow reopens the closed HR case when users reply via email. To stop this and instead create a new case, update the Inbound Email Action handling HR cases:

1. Go to System Mailboxes > Inbound > Inbound Actions.

2. Open the action that processes replies to HR cases (identify via subject or queue).

3. Uncheck Reopen closed record.

4. Ensure the action is set to Create New Record.

Now, replies to old closed cases will generate new tickets instead of reopening the old one. Make sure to test in a sub-prod instance first.

Hope this helps!
Thanks & Regards,
Muhammad Iftikhar
If my response helped, please mark it as the accepted solution so others can benefit as well.

[kaushal_snow]

Hi @Vinya Jakkula ,

To prevent a closed HR case from reopening after 1 year when the user responds, and instead have a new case created doable with some customization... The key is to customize the Inbound Email Action (or Flow/Email processing logic) to check the closure date, and depending on age, either reopen or spin up a new HR Case....

Add logic in the action / a script to check how long the case has been closed....

var caseGR = new GlideRecord('sn_hr_core_case');
caseGR.addQuery('sys_id', email.thread_topic || subject reference); // find the related case
caseGR.query();
if (caseGR.next()) {
var closedDate = caseGR.closed_at; // or equivalent field
if (closedDate) {
var now = new GlideDateTime();
var diff = GlideDateTime.subtract(now, closedDate);
// Example: one year ~ 365 days
if (diff.getDays() >= 365) {
// Create a new HR Case
var newCase = new GlideRecord('sn_hr_core_case');
newCase.initialize();
newCase.short_description = caseGR.short_description;
newCase.description = email.body_text; // or mapping
newCase.opened_for = caseGR.opened_for;
// set other required fields
newCase.insert();
} else {
// Less than 1 year > just reopen the existing case
caseGR.state = 'open'; // whatever your open state is
caseGR.update();
}
} else {
// If case wasn't closed properly, treat as for reopening or always new
caseGR.state = 'open';
caseGR.update();
}
}

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