Workflow to re-open case

šŸ’¬ General Discussion
1

Hello,

I have attempted to create a workflow that re-opens a case (status set to ā€˜assignedā€™) if a new e-mail is received related to the case.

Please refer to the attached screenshot.

It works great, however for some reason after closing the case, the case automatically re-opens after a couple of minutes. We have to close the case a few times before it finally stops.

I thought it was because of the case status update email that was being sent, so i disabled it in the AOP Settings (Admin-> AOP Settings). The issue is still occurring though.

Any suggestions?

2

Iā€™ve fought weirdness like this before. Typically, if Iā€™m having problems with a singe Workflow, Iā€™ll split it into multiple. In this situation, perhaps you could:

  1. Create a workflow that ā€œticksā€ a checkbox if an email becomes related to a case.
  2. Create a second workflow that re-opens the case if that checkbox is ā€œtickedā€. Then, as a secondary action, have it ā€œuntickā€ the checkbox.

Hopefully that helps. I will say that - especially for when it comes to emails - Workflows have not worked very well for me.