Reopening case automatically when a new e-mail is received

Question

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 re&iuml;ntegrate 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

Maike Mak · Accepted Answer

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