-We use email to case.
-A case is closed if completed
-We have an existing process builder that creates a new case if a customer happens to send another email to the closed case.
- This process builder has a number of actions that update certain fields on this newly created case.
Issue: if the customer sends an attachment in this email to a closed case, the incoming attachment is not related to the new case.
Any suggestions as to how to make sure the incoming attachment is related to the newly created case?
A thought was to scrap the whole create new case process builder, and replace it with an email notification that is sent to the owner of the closed case. This will prompt them to check in on that case and reopen it manually if needed.