Case automatically from Done to Open with new eMail

[1-Net]

Hello,
we use EspoCRM Version 5.4.5

if a case was marked as "closed" and then a new email from the customer comes to the case, then the email is automatically reassigned to the case.
However, the case remains "closed" and is not set to "Open" again.
Unfortunately this is not optimal for the processing, because you can't see if the case has to be processed again, or if the case has been "closed" again or is still set to "closed".

The case must be automatically set from "done" to "NEW" or "reopened"!
Otherwise no one will edit this new email.

Andreas

[Maximus]

Hello.
Try to use workflow to remarked from "Closed" to "Open".

[blueprint]

We also had the same problem and used a workflow to resolve it.

[1-Net]

Have someone a solution for it or know if a update from last year have this solution included???
We work with EspoCRM Version 5.4.5 because last update make some troubble that we must go back to old version.

[Maximus]

> Have someone a solution for it or know if an update from last year have this solution included???
Workflow is the part of the Advanced Pack extension https://www.espocrm.com/extensions/advanced-pack/. To achieve what you want w/o using workflow is possible by writing a hook https://www.espocrm.com/documentation/development/hooks/ that demands some developer skills.
If you have an old version of Advanced Pack you can try to build such automation.
If you don't have Advanced Pack but you will decide to buy it, I suggest you at first, upgrade your instance to the current version.
If you will decide to upgrade your instance I suggest you at first make backup of your instance and your DB https://www.espocrm.com/documentation/administration/backup-and-restore/.
Note that modern EspoCRM version supports only php7.1+ versions. If you will upgrade EspoCRM, don't forget to upgrade php. I suggest you use php v.7.3.
Additional info:
EspoCRM enhancements: https://github.com/espocrm/espocrm/releases.
Advanced Pack enhancements: https://www.espocrm.com/extensions/advanced-pack/release-notes/.