If a contact answer to a closed case creatio will create a new case,
but not give much context in the new case that it was created from a pre-existing case.
Is there an easy way to make the new case linked to the old case via configuration?
Or is it necessary to create a business process that reads all emails and searchs for case id, etc and then link in the Business Process?
Thanks,
Luis
Like
Hello!
Out of the box, when an incoming email matches a previously closed case, Creatio typically treats it as a new case and does not automatically keep a reference to the original case. There isn’t a standard setting that will automatically link the newly created case back to the closed one (for example, by filling a “Parent case/Related case” field).
What you can do
1) Manual option (no customization): If you have a “Parent case” / “Related case” field in your case page (depends on your configuration), you can manually set the original case there after creation.
2) Automation (requires customization): To link them automatically, you would need custom logic (business process and/or mailbox processing customization) that, on incoming email/case creation, identifies the original case (e.g., by case number in the subject/body, message headers like In-Reply-To/References, or stored conversation identifier) and then writes the link to a dedicated field on the new case.
Thanks for the reply Alona,
It is a fairly common request from customers so I believe it should be something more of a configuration/setting
I'll build the Automation via business process but it should be easy for the ootb code to have that as a parameter that could be set.