Replying to an email with comments and that comments not adding to additional comments in hr case

[sri vijaya]

Hi

I have an requirement that if HR Case is closed complete/incomplete, then if any user replied to that notification emails that reply comment should add to the additional comments section in HR Case form and case should be automatically changes to work in progress from closed complete ,so for this we have written a business rule

But in our case reply email is coming to the comments section but that comments which user has been replied in that email coming as a email but not as additional comment(as shown in the screenshot -"test"), so the case is not changing to work in progress 

Attaching the screenshots of business rule and email received in hr case form

Please help me to resolve the issue

@Dr Atul G- LNG @Maik Skoddow @Danish Bhairag2 

[shloke04]

Hi @sri vijaya ,

Why do you need to work on a case which has already been closed? Playing around a closed case might not be a good approach.

You can look at other options like for example, creating a new case and linking both of them to track it.

You might also think of sending a bound back notification back to the user for closed case.

By default OOTB the updates coming form Inbound email are controlled using "Update HR Case" Inbound action which by default sends a bounce back notification, and looks like this has already been customized at your end since it checks for active cases in the beginning.

Still if you want to play around, look at the Inbound action itself (Not recommended)

[Dr Atul G- LNG · Accepted solution]

Hi @sri vijaya 

I have an requirement that if HR Case is closed complete/incomplete, then if any user replied to that notification emails that reply comment should add to the additional comments section in HR Case form and case should be automatically changes to work in progress from closed complete.

Atul: Logically and practically it is not a good use case , once a case is closed its closed, we should not reopen the same in any case else user will open same case again and again.