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Notification when case is reopened

  • 1.  Notification when case is reopened

    Posted 01-05-2018 19:02
    I have a status field that has several options. I want a notification to be sent when when the status changes from Closed to any other status. (Meaning case was reopened). What's the best way to do that?


  • 2.  RE: Notification when case is reopened

    Posted 01-05-2018 21:50
    I have not tested this but it might work.  Maybe you can try it and let us know.

    Make a New field called [Status when saved]
    Make another new field called [Old Status when saved]

    Make a form rule that says

    When the record is saved
     and [Status has changed]

    Change [old status when saved] to the value in [Status when saved]
    Change [Status when saved to the value in [Status]

    Then trigger the email when  the status changes and 
    after the record is saved
    [Old status when saved] equals [Closed]
     and
    [Status] is not equal Closed


  • 3.  RE: Notification when case is reopened

    Posted 01-08-2018 17:09
    This works perfectly! 

    Thank You 


  • 4.  RE: Notification when case is reopened

    Posted 01-08-2018 17:11
    Great, thx for letting me know.