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Topics#Customer ServiceErin Wolfe's Question
Erin Wolfe (Dragos) asked in #Customer Service
Sep 1, 2020, 4:40 PM

Formula to Reopen case in Process Builder

I need to create a formula in Process Builder to reopen a case to the status "Open" when a customer replies to an email on a case that has been marked "closed" previously. Can someone help me out? Thank you!
2 answers
  1. Janet Elliott (Salesforce)
    Sep 1, 2020, 5:02 PM

    Erin: Hi! We have a legacy workflow rule in our org that does this. The criteria is:

    Rule Criteria	
    (Email Message: Is IncomingEQUALSTrue) AND (Case: ClosedEQUALSTrue)

    and then a Field Update that sets the Status to Case Reopened.

    You can translate this to a Process Builder by selecting the object of Email Message to run this on and then setting this criteria and then an Update Record option. Hope that helps!

    Janet

    #.LCAnswers

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