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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

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Flow: Case Before Create/Update:

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**** 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.

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    why not set a field on Case Has_Late_Arriving_Reopen_Attempt__c to true, evaluate this in an after Save Flow - send email, then toggle it back to false?
    – cropredy
    Commented Jan 4, 2022 at 18:59
  • thanks, I tried to implement, but got other issues. see original question. thank you
    – Saariko
    Commented Jan 5, 2022 at 12:13
  • well - before save flows can't do anything but update the record that triggered the flow so I don't see how you solve this without a toggle, change your VR to be toggle aware, and after save flow
    – cropredy
    Commented Jan 5, 2022 at 21:01
  • @cropredy I can't figure out your idea. Can you please elaborate, and/or give an example?
    – Saariko
    Commented Jan 6, 2022 at 10:04

1 Answer 1

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A suggested procedure (apologies that my first suggestion was ill-formed for your use case)

  • Create a field on Case called Late_Arrival_Count__c (type number, default to 0)
  • In Before Save flow, increment Late_Arrival_Count by 1 if email has arrived after case was closed post 14 days.
  • Adjust any VR that prevents a Case from being updated post +14 day of close date to return FALSE if Has_Late_Arriving_Reopen_Attempt__c > 0 AND Has_Late_Arriving_Reopen_Attempt__c has changed
  • Have an After Save Flow that inspects the value of Has_Late_Arriving_Reopen_Attempt__c - if has changed, use Email Action
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