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 ,

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

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

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