Sometime I get emails from a customers in reply to a resolved case. They actually report a new problem but since they use reply, the email is being associated to the old case. Is there a way to create a new case from an existing email or at least to re-parent the email to a new case I will manually create?
Assuming that the email was added to the closed case because it came in on Email-to-Case with a thread ID somewhere in the subject or body resembling:
ref:_ ... :ref, then you could do the following:
- Open the email and copy the contents into a text editor
- Change all
foo:_(or remove all the threadids entirely)
- Create a new email using the edited text and send to your Email-To-Case email address (the one used by your customers) - e.g. firstname.lastname@example.org
SFDC will create a new Case; you can then go to that Case and change the Contact ID and Account reference to the true customer (not the sender at step 3)
To allow this to happen, EmailMessage.ParentId would need to be modifiable.
Since the DML framework does not allow this, you will not be able to write Apex code to make this happen.
Dedo, maybe I'm misunderstanding something, but if you want to manually reparent the email (i.e., Task record), would that be to...
- Open the task in Salesforce
- Click Edit
- Change the Related To field?