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

Hi,

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


Regards,

Vijay

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  • 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: 
    z20200914_flowchart_lb5f5f314e4ec069_36260447.zip

    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,
    Dmytro

    Best Regards,
    Dmytro Chupylka

    integroscrm.com
    We make work in Sugar CRM system faster, more convenient and efficient

Reply
  • 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: 
    z20200914_flowchart_lb5f5f314e4ec069_36260447.zip

    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,
    Dmytro

    Best Regards,
    Dmytro Chupylka

    integroscrm.com
    We make work in Sugar CRM system faster, more convenient and efficient

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