Reopen HR case not appearing in agent workspace - ''assigned to me''.

[robertpetrovics]

Hi, when a customer comments on ESC,  the case will reopen as ready. However, the case does not appear on the HR advisors 'assigned to me'  due to  filtering I believe (it looks at active records), but when removing the ''active'' filter I can find the specific case that was reopened and the status is ''ready'' but somehow workspace sees it as false active.

Any ideas where should I start from in fixing this issue? FYI I'm the admin.

[Sandeep Rajput]

@robertpetrovics Can you check if the active field on the HR case is set to false? This could be a potential reason why the filter is not showing the case in the list.

[robertpetrovics]

yes, it's false. I'd like to know how can I configure that reopened cases have the active set to true instead of flalse after reopening.