Reopening a Closed Case upon Receiving an Email

[Ritis]

Is it possible to change the status of a closed case to assigned or another status if an email related to the case is received?

[lazovic]

Hi Ritis,

Go to Administration > Entity Manager > Email > Formula and insert following lines:

ifThen(
    entity\isNew() && parentId != null && parentType == 'Case' && record\attribute('Case', parentId, 'status') == 'Closed' && status == 'Archived',
    record\update('Case', parentId, 'status', 'Assigned')
    );​