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Hamid PHamid P 

Reopen a closed Case when customer replies to the email

I am following the following procedure to reopen a closed case when customer replies to the email:
https://help.salesforce.com/articleView?id=000337641&type=1&mode=1 (https://help.salesforce.com/articleView?id=000337641&type=1&mode=1)

Here's the procedure according to the email:

Lightning Experience

 
1. Click the Gear icon and then Setup.
2. Click Process Automation.
3. Click Workflow Rules.
4. Click New Rule.
5. Select Email Message.
6. Click Next.
7. Enter a rule name. 
8. Select created for the evaluation criteria
9. Under 'Rule Criteria,' please select the following:
 
Field: Email Message: Is Incoming Operator: Equals Value: True
Field: Case: Closed: Is Incoming Operator: Equals Value: True
 
10. Click Save & Next.
11. Click Add Workflow Action.
12. Click New Field Update.
13. Enter a name.
14. In 'Field to Update,' select Case and Status.
15. Select A specific value, under 'Specify New Value section.'
16. Click the drop down arrow.
17. Select Working.
18. Click Save.
19. Click Done.
20. Click Activate.

I have issue with number 9 and number 17

For number 9 Under 'Rule Criteria,' please select the following:
Field: Case: Closed: Is Incoming Operator: Equals Value: True

I dont see the option to choose 'Case: Closed: Is Incoming'

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For number 17:Select Working.

I do not see the option to choose 'Working'

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Any suggestions please?
Best Answer chosen by Hamid P
Eric PraudEric Praud
Hi Hamid,

For the first part, it looks a bit funny. I woudl have 2 separate criteria:
Email: IsIncoming Equals TRUE
AND
Case: Closed Equals TRUE

As for the field update, "Working" was an example (not clear in the article), so you choose which status you want to give a case when it reopens (ie: Open)