How to reopen a case automatically when a new email is received(using Process Definitions)?

Hi Vijay,

Direct coding is not the only way
There is a possibility to design logic hooks instead of developing them.

I used Logic Builder tool for Sugar to design the logic:


Literally: on the Email is related to the Case in Sugar, to check the Status of the Case and if it is Closed, then to change the Status to Open and save the Case with new Status

In a click, the Logic Builder tool generates Sugar code on the basis of the design and provides code as a ready-to-install Sugar package, so that admin could deploy it to  Sugar via Module Loader

Here is the package for the logic described on the picture: 

z20200914_flowchart_lb5f5f314e4ec069_36260447_2.zip

Its upgrade safe and cloud-compatible, so you might reuse it for future versions.

I have no v8 to test the package, so I'd suggest to try it on the sandbox prior to installing it to prod.
Let me know if you have any questions

All the Best,
Dmytro

Hi Dmytro ChupylkaI tried to upload the zipfile in our module loader but I got to see the notification that the zipfile is not supported by our Sugar Suite, maybe because it is only compatible for Sugar 8?  Is there a Sugar BPM template for reopening a case when an email is sent?

Thank you in advance for your answer.

Best regards,

Maike  

Hi Malke,

LogicBuilder-generated zips along the one I've provided here, are compatible with all stacks of original Sugar from SugarCRM company - starting Sugar version 7 and till modern 12

Could you share the Sugar version is mentioned on the About page of your CRM instance?

Hi Dmytro, thank you for your quick response. We currently got this version of Sugar: 

ah, okay - v10 was the latest Sugar version at the moment the file is created, so now I've added v11 and v12 into manifest.php and refreshed zip in the post - try to re-download file and install it

Dmytro Chupylkathank you! It is working now. I uploaded it in our Sandbox environment to run some tests. 

Hi Dmytro Chupylka , I just tried to re-upload the zip file in the module loader in our anpSandbox environment as we have decided we want to continue with automatically re-opening cases and then setting the assigned user back to administrator so my coworkers know it needs to be looked into.

Is it possible for you to update the zipfile again? We are currently running on Sugar 13.2.0 with sell advanced.