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How to set up a Workflow that creates a new case when a response is received on a closed case?
Hi There
I have the following scenario.
- There is email case capture active in an account
- Once a support case is created, so long as the customer responds to the support case email, their response is appended to the original support case messages (standard Netsuite behaviour)
- Cases are automatically locked after a week
- If a customer responds to a locked case, using the original case email email, I want this to create a new case
I have tried to create a workflow for this.
Where I am getting stuck is:
- how do I check whether the incoming message is a response to an existing case?
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