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 

[Arka Banerjee]

Hey Ankur,

Could you please help with the above. Its quite high priority at the mment and your help would be greatly appreciated.

[abirakundu23]

Hi @Arka Banerjee ,
Approach 1: 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-

-> You can achieve by using Business rule or Flow / sub flow designer  this requirement. Attach screenshots for your reference . 
Sub flow:

Approach 2: 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

->

 Reopening a closed HR case typically requires customization as there is no out-of-the-box functionality for directly re-opening all closed HR cases.  Using custom UI actions, business rules, or inbound email actions you can do. But it's generally not recommended to reopen closed records due to potential impacts on SLAs, workflows, and reporting. 

Approach 1 you can consider .
Please mark helpful and correct answer if its worthy for you.

[Arka Banerjee]

Hi Abir,

The situation here is there is a reply type inbound action which triggers an email via an event notification when a user replies to a closed case in email. Now instead of that reply, customer wants a new child case to be created. Can you please help with how I can achieve it.

[ChangejK]

Hi Arka,

Please use inbound Email trigger which is under application.
Use subject or body Text or target recipients as condition ask more on this to client.
Create a child case or re-open the same case if email body contains case number.

Please mark my answer correct if you find it helpful.

[Wessel van Enk]

Hi @Arka Banerjee,

I recently had a similar requirement. The company does not want to re-open closed cases, but copy them and create a new one with the same information as the previous case. 

For this, I created a UI Action for the SD to just easily copy the closed case and open a new one. 
You could use the same script, but not create a UI Action, but a BR or CC and adjust the script to accommodate your requirements.