Reopen or create a child case for a closed HR case
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07-22-2025 12:21 AM
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!
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07-22-2025 12:26 AM
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.
Ankur
✨ Certified Technical Architect || ✨ 9x ServiceNow MVP || ✨ ServiceNow Community Leader
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07-22-2025 06:32 AM
Thanks Ankur,
Could you please help me with the code which I can construct for that.
Regards,
Arka
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07-25-2025 07:00 AM
what did you start with and where are you stuck?
Ankur
✨ Certified Technical Architect || ✨ 9x ServiceNow MVP || ✨ ServiceNow Community Leader
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07-30-2025 06:55 AM - edited 07-31-2025 12:15 AM
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