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Reopening case automatically when a new e-mail is received

Maike Mak

Good afternoon,

We would like to reintegrate the reopening of cases when an answer is written to a closed case and set it back to the administrator mode and change the status to "new".

I have found the following thread where I also replied to: 

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

But the zipfile is currently not working anymore for our sugar instance 13.0 and I would like to reïntegrate this module package into our instance again. I have replied to this case but as the dates back to more than 2 years ago and there has not been a reply I just started a new thread. (I apologize if this is a bit overdone, but we would like to fix this as soon as possible in our instance)

I have discussed the pros and cons as mentioned in this chat with our team for not using logic hooks, but we want to communicate across our company when an e-mail is received on a closed case, the case re-opens automatically and is set back to new and to administrator. Therefore we could use SugarBPM I think. 


We are currently on Sugar cloud so we cannot use logic hooks ourselves to design this, but before we contact our SugarCRM partner I would like to see if it is possible to user SugarBPM for this. 

If possible, is there someone already using SugarBPM to create this?

Thank you in advance for your answer and of course help!

Best regards,

Maike Mak 

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  • 0

    Hi  ,

    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

  • 0 in reply to Frédéric Rinaldi

    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 
     

  • +1 in reply to Maike Mak

    Hi  ,

    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

  • 0 in reply to Frédéric Rinaldi

    Hi  ,

    To add to  '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

    Co-Founder | SugarCRM's 2024 Global Outfitters Partner of the Year

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