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  • CarlAtlanta
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SOLVED
8 replies

Email to closed case reopens case

A case is closed.  Later, the client replies back to an associated case email with a new issue.  The salesforce user is on vacation or no longer working in the call center.  The new email is now associated with the closed case and it goes unnoticed. 

 

I created an email workflow rule but with no success:

(Email Message: Is IncomingequalsTrue) and (Case: ClosedequalsTrue) to trigger a status change of the case object to "new" and owner to "queue."  Apparently, as the case object is not being saved, this rule won't work.
 
I assume this is a common problem and I've been scratching my head and searching for a solution.  Any help?
Thanks, Carl

 

 

SOLVED
8 replies

Email to closed case reopens case

A case is closed.  Later, the client replies back to an associated case email with a new issue.  The salesforce user is on vacation or no longer working in the call center.  The new email is now associated with the closed case and it goes unnoticed. 

 

I created an email workflow rule but with no success:

(Email Message: Is IncomingequalsTrue) and (Case: ClosedequalsTrue) to trigger a status change of the case object to "new" and owner to "queue."  Apparently, as the case object is not being saved, this rule won't work.
 
I assume this is a common problem and I've been scratching my head and searching for a solution.  Any help?
Thanks, Carl