OroCRM Forums

Covering OroCRM topics, including community updates and company announcements.

Forums Forums OroCRM OroCRM – How do I? Questions reopen case when a new email arrives

This topic contains 4 replies, has 4 voices, and was last updated by  msulima 5 years, 9 months ago.

Starting from March 1, 2020 the forum has been switched to the read-only mode. Please head to StackOverflow for support.

  • Creator
    Topic
  • #28829

    ianfp
    Participant

    Here’s my situation: the customer sends an email to our system mailbox. Oro receives it and creates a case. We reply to the customer and close the case. But the customer is not satisfied and replies back to us in the same thread.

    I need the case to be reopened when the customer writes back, but it is not. How can I make this happen?

    I’ve thought about customizing the “convert_mailbox_email_to_case” process, but it looks like that process is only used to create new cases, not add replies to an existing case.

    How to replies get added to a case? Is it possible for me to customize that process?

Viewing 4 replies - 1 through 4 (of 4 total)
Viewing 4 replies - 1 through 4 (of 4 total)

The forum ‘OroCRM – How do I? Questions’ is closed to new topics and replies.

Back to top