Reopen or create a child case for a closed HR case

[Arka Banerjee]

Hi Team,

We have got the below requirement from the client. Could you please help on achieving either one of the 2 solutions as asked:

An email comes in on a closed case; instead of placing the email in the closed case – can there be functionality to automatically trigger 1) reopen the closed case, put the case back in open dashboard & change status to DRAFT

Or

2) automatically create a child case under the closed case – the child case would appear on the open dashboard under DRAFT and would bring the parent case # into the new case

Thanks!

@Ankur Bawiskar 

[Ankur Bawiskar]

@Arka Banerjee 

you can re-open the closed case.

Please check & update the reply type inbound email action and handle the re-opening there.

where are you stuck? 

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

[Arka Banerjee]

Thanks Ankur,

Could you please help me with the code which I can construct for that.

Regards,

Arka

[Ankur Bawiskar]

@Arka Banerjee 

what did you start with and where are you stuck?

[Arka Banerjee]

Hi Ankur,

I commented the event that was firing the notification to the user for when a case is closed, as you can see in the below code ss, and tried a code for creating a new case. But after sending a reply, ots not creating a new case. Can you please help with what I'm doing wrong here