However, I can't seem to get the correct order of operations. Does anyone know the steps through process builder? I'd also like the case to shift to a different "case owner" queue.
So from status closed to reopened (status that I created)
I also want to change the case owner ID from the last user (that closed the case) back to a "new case" queue. This may be outside the scope of the process builder operations.
Can anyone help?? Thanks!
8 answers
Hi Valerie,
+Ines but this can be done just with a process on EmailMessage object without the need of custom fields.
Create a Process on Email message Object and start the Process only when a New Record is created.
see the screenshot belowNode Criteria: Formula evaluates to true and the formula is
AND(
[EmailMessage].Incoming ,
[EmailMessage].Parent.IsClosed
)
As per the above Node criteria, the process will be executed if the following criteria is met
Incoming (IsInoming is the standard field that check to true for Incoming email) equlas True and
Parent (refers to case object) Isclosed equlas to true (Isclosed is a standard checkbox field taht checks to true for any closed Cases) and save your criteria
see the screenshot below
IMMEDIATE ACTIONS
Action Type: Update Records
Under record Type: Select a record related to the EmailMessage and select Case ID
(you will find two entries for Case ID: Case ID >, Case ID. select the one without chevron)
Criteria for Updating Records:
No criteria—just update the records!Set new field values for the records you update
Field Type Value
Status Picklist reopened
Owner Id ID Enter 18 digit Id of new case queue
Save and Activate the process.
see the screenshot below
Your Final Process flow will be as below
