How to reopen a case automatically when a new email is received(using Process Definitions)?


I'm using Sugar 8.0.3 Enterprise, how can i re-open an existing  closed case(Status: Closed) when a new email imported via email to case functionality has the matching Case Number[Case Macro]  on the subject ?

I note that Emails is not a module that can be configured for the Process Definitions(SugarBPM) in Sugar 8x , however it is on Sugar 10x



  • Sugar 8 hits EOL in October, so I strongly recommend you plan an upgrade for this customer.

    If that is not an option, here are some I can think of:

    • Create a SugarLogic field on the Cases module which counts the number of related Emails. Then design a SugarBPM process def which listens for a change on that newly created SugarLogic field, and reopens the case accordingly if it is closed.
    • Legacy Workflow (can't recall if its already blocked in v10) - but an "after time elapses" one can pick up the condition of a new email where a related case status = closed.
    • A logic hook.

    Good luck!


  • Thanks , i want to avoid any customisation involved and the use of legacy workflows. We have plans to upgrade sugar to the latest version in the short term and stick to manual workarounds for the time being. I'm going to try this on v10 instance and see if this is Out of the Box,  as this could be a standard Cases management scenario. Cheers !

  • Create a SugarLogic field on the Cases module which counts the number of related Emails.

    Emails is not listed as one of the related modules that show up on Studio to set up the Rollup Count(as a calculated field), both on Sugar 8x and Sugar 10x. So i guess , customisation via code is the only way ?

  • Hi Vijay,

    Direct coding is not the only way
    There is a possibility to design logic hooks instead of developing them.

    I used Logic Builder tool for Sugar to design the logic:

    Literally: on the Email is related to the Case in Sugar, to check the Status of the Case and if it is Closed, then to change the Status to Open and save the Case with new Status

    In a click, the Logic Builder tool generates Sugar code on the basis of the design and provides code as a ready-to-install Sugar package, so that admin could deploy it to  Sugar via Module Loader

    Here is the package for the logic described on the picture:

    Its upgrade safe and cloud-compatible, so you might reuse it for future versions.

    I have no v8 to test the package, so I'd suggest to try it on the sandbox prior to installing it to prod.
    Let me know if you have any questions

    All the Best,

    Best Regards,
    Dmytro Chupylka
    We make work in Sugar CRM system faster, more convenient and efficient