Reopening case automatically when a new e-mail is received

Hi Maike Mak ,

with the "Pending Processing" field at the case level, you should be abble to set your BPM and reopen the case if this one is closed.

You can take a look a this BPM : https://support.sugarcrm.com/knowledge_base/sugarbpm/process_definition_setup_case_follow-up_date_management/#Customer_Notification_of_Case_Status_Change that is embedded within your sugar instance and look at "Inboud Email Received While Pending Input".

You will see that this case field is a good trigger for your case.

Fred

Goodmorning Fred,

Thank you very much for your reply and assistance!

I am still quite new to SugarBPM and I am planning on following the SugarBPM course from admin fundamentals next month. However I still have some difficulty grasping how to create the BPM process.

I created the workflow as follows:

I created the starting module as cases. Criteria: Case status is equal to closed as I only want closed cases to be reopened again. I chose updated records only because the case is already there, but only needs to be updated. 

Secondly I created the incoming e-mail event to be any message that is equal to incoming: 

then as follows, I want the action to be the following: the status of the case is changed to new and the assigned to will be the administrator:

After this I thought the process will end because the process has been executed and reopning and reassigning the case back to administrator is what I want it to do.

Sorry for the many questions and to bother! , but I am trying to understand if my BPM process is making some sense. I also checked the SugarBPM stock template but I didn't find the customer notificaton of status change BPM process in our instance. 

Thank you so much again in advance for your help and answer!

Best regards,

Maike Mak 
 

Hi Maike Mak ,

at first, you are not bothering anybody. This is a community and I am please to help as I am glad to guys here to help me when I am stuck.

According to my opinion, I will merge your 2 first steps, to avoid having a huge number of process running for ALL your cases when most of them won't get another feedback.

So my initial condition will be more something like ( I decide to use ALL UPDATES because no records will be created CLOSED with a PENDING PROCESSING value BUT I want it to be re-triggered maybe more then once for a record that can be OPEN - CLOSE - REOPEN - CLOSE - REOPEN etc.)

Then, you are right with the CHANGE FIELDS box, where you shoud

• set the status to NEW (or maybe another custom status to highlight the re-open cases)
• reset the Pending Processing field (so uncheck the box)
• if you want you can also re-assign the case here OR you can have another workflow that will do it with advanced rules (for instance round-robin or according to some of the case fields)

Finally, the end.

I hope it helps. If you need me to share a sample BPM file that you can import, direct message me.

Fred

Hi Maike Mak ,

at first, you are not bothering anybody. This is a community and I am please to help as I am glad to guys here to help me when I am stuck.

According to my opinion, I will merge your 2 first steps, to avoid having a huge number of process running for ALL your cases when most of them won't get another feedback.

So my initial condition will be more something like ( I decide to use ALL UPDATES because no records will be created CLOSED with a PENDING PROCESSING value BUT I want it to be re-triggered maybe more then once for a record that can be OPEN - CLOSE - REOPEN - CLOSE - REOPEN etc.)

Then, you are right with the CHANGE FIELDS box, where you shoud

• set the status to NEW (or maybe another custom status to highlight the re-open cases)
• reset the Pending Processing field (so uncheck the box)
• if you want you can also re-assign the case here OR you can have another workflow that will do it with advanced rules (for instance round-robin or according to some of the case fields)

Finally, the end.

I hope it helps. If you need me to share a sample BPM file that you can import, direct message me.

Fred

Hi Maike Mak ,

To add to Frédéric Rinaldi 's solid advice, here is an article written last year about the Pending Processing field he uses in his process definition:

 Serve: Using Cases's Pending Processing field in SugarBPM to monitor Inbound Emails for Cases 

This field is why you don't need to create explicit conditions of an email record/relationship created in Sugar.

Chris

Good evening Fred,

Thank you so much for your help and answer! This fixed my BPM process :) My coworkers will be very happy it is working the way they want it to. Indeed time to celebrate with champagne. 

Thank you again!

Best regards,

Maike 

Thank you Chris! I will look into this article. I hope to get a better understanding of SugarBPM soon. 

Best regards,

Maike 

Good afternoon Fred, I would like to come back to this topic as we are now facing the following in Sugar: we have to double close a case before it is actually closed. I think this might have something to do with the bpm process that I uploaded. Before this issue did not occur. I already did a repair and rebuiltd of the system and asked everyone to delete their cookies. Unfortunately that did not provide us luck. It is only the first time that it happens after a case is closed that it reopens again. The second time they press the close button, the case closes and does not reopen. 

Thank you again in advance for your answer!

Best regards,

Maike Mak 

Hi - I refreshed that logichook zip for 13.0 in the original post, you may just uninstall the previous version (if it is still there) and install the new one.
The configured logic-hook is triggered on the email record explicitly (physically) relating to the case record.
Please be aware that automation may influence each other regardless of the technique used, so if you are trying to use BPM for a somehow similar purpose then I'd suggest not using the zip and vice versa

Cheers,

Hi Dmytro, 

Thank you for your response also on this post! I tried to install the package today, but I got to see an error (see screenshot). Before I did this, I turned off the BPM process, just to be sure that they won't alter each other. 

I checked if the previous logic hook package was in our instance but it was not there.

Thank you again for your help!

Best regards,

Maike Mak 

Hi Maike,

can you check the AUDIT LOG for your case to understand what happened to this case status and why you have to close it twice (to see if the BPM we designed together is the one that re-open the case after the first close ; if so, we will see how exclude that scenario).

Fred

Hi Frédéric,

Thank you for your reply and my sincere apologies for my belated reply.

I checked the audit log and that one is as follows: 

(I blurred the e-mailaddresses of my coworkers and their names): 

I  do see the case reopen again after it has been closed (under the status bar)

Is there a way to change this in the BPM workflow? 

Thank you in advance again for your answer.

Best regards,

Maike Mak 

Hi Maike Mak ,

I can see that the BPM was doing the right change at 11:34 (from closed to new).

I don't understand who changed the status from new to closed at 11:38. Nothing is displayed on the "FROM" column ; is it because you hide it or is it empty ?

Is there a hook or something else that was developped in your instance ?

Fred

Hi Fred,

I wiped out some of the texts under "bron"because it contained information about our clients. In the screenrecording below I created a test case to show what happens to the case.

We do have two other BPM processes running on cases but I am not sure if they could cause this problem: 

1 is made to assign the incoming cases to Administrator so my coworkers can see if a new case comes in. Secondly we use this one in a report so we can see the new cases that have not been assigned to one of my coworkers yet. 

One other BPM process we have running and that is when a reply comes on a case, the assigned employee receives an email that the client has replied on a currently existing case.