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

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!

Adam

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!

Adam

Thanks Adam Frank, 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 !

Adam Frank said:

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 ?