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Saariko
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I have a scenario, where closed cases (opened by customers through email reply) can not re-open after 2 weeks.

I am managing everything via Flows (before create/update). Is it possible to send an email alert to the customer, that his case couldn't be re-opened, and he needs to send a new email ?

When using the 'Before Create/update' visual flow, there is no option to send email alerts, I assume cause of DML restrictions.

With @cropredy suggestion, here's what I get:

New field on case: Late_Reopen_attempt__c

enter image description here

Flow: Case Before Create/Update:

enter image description here

enter image description here

enter image description here

**** The main problem with this scenario, is that the data is saved to the case record. This is something I want to avoid.

So, I added a validation rule on the case: enter image description here

But I get to a race condition, where I don't want any updates, but only to switch the Checkbox indicator.

I have a scenario, where closed cases (opened by customers through email reply) can not re-open after 2 weeks.

I am managing everything via Flows (before create/update). Is it possible to send an email alert to the customer, that his case couldn't be re-opened, and he needs to send a new email ?

When using the 'Before Create/update' visual flow, there is no option to send email alerts, I assume cause of DML restrictions.

I have a scenario, where closed cases (opened by customers through email reply) can not re-open after 2 weeks.

I am managing everything via Flows (before create/update). Is it possible to send an email alert to the customer, that his case couldn't be re-opened, and he needs to send a new email ?

When using the 'Before Create/update' visual flow, there is no option to send email alerts, I assume cause of DML restrictions.

With @cropredy suggestion, here's what I get:

New field on case: Late_Reopen_attempt__c

enter image description here

Flow: Case Before Create/Update:

enter image description here

enter image description here

enter image description here

**** The main problem with this scenario, is that the data is saved to the case record. This is something I want to avoid.

So, I added a validation rule on the case: enter image description here

But I get to a race condition, where I don't want any updates, but only to switch the Checkbox indicator.

Source Link
Saariko
  • 5.7k
  • 14
  • 81
  • 169

How to send an alert to the contact when preventing a case to reopen?

I have a scenario, where closed cases (opened by customers through email reply) can not re-open after 2 weeks.

I am managing everything via Flows (before create/update). Is it possible to send an email alert to the customer, that his case couldn't be re-opened, and he needs to send a new email ?

When using the 'Before Create/update' visual flow, there is no option to send email alerts, I assume cause of DML restrictions.