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Hello,

When a case is reopened (in particulary Status changed from 'Completed' to 'Active'), the case is assigned to the primary contact. The workflow settings say assign a closed case that reopens to "-- Case Closer--" but that doesn't happen when it changed from completed to active.

How can we change this?

Case FC2066788

edited May 26 2011 at 14:53

Ben McCormack♦♦
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asked Apr 11 2011 at 6:33

Kevin
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This happens when reopening cases by email by the way – Kevin Apr 11 2011 at 6:59

Ken Morse · Answer 1 · 2011-04-12 01:29:24Z UTC

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Have you looked at the Workflow plugin, Kevin? It gives you a lot of control over how cases are assigned, including the situations where you are Reopening a Closed Case or Reactivating a Resolved Case.

answered Apr 12 2011 at 1:29

Ken Morse♦
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	Hi Ken, thanks for your reaction! We already use the workflow plugin. The settings are to assign it to the case closer when reopening a case. I guess his plugin doesn't work when reopening a case by sending a mail with "Case-..." in the subject? – Kevin Apr 13 2011 at 12:37
	That could be, Kevin. You might try contacting Fog Creek directly and reporting the issue; then hopefully if there's a problem with the plugin it can be fixed. – Ken Morse♦ Apr 13 2011 at 17:24

Rob Sobers · Answer 2 · 2011-05-26 13:16:41Z UTC

Go to Admin -> Mailboxes, edit the mailbox in question, and scroll down to "Sort Messages." I'd venture to guess that you have manual sorting turned on. If so, make sure the "Assign to:" field is set to "Default Assignee."

This will ensure that your Workflow dictates assignment, even when cases are opened/re-opened via email.

Reopening Case - Wrong assignment

2 Answers