Posted: 12 Jun 2017 23:24 EDT Last activity: 20 Jun 2017 8:09 EDT
Send email from a Resolved Case
So I have a slight issue, I need to initiate an email from a resolved case. A user would open the case in review and then select an option to send a case email and from there we would load details of the case into the email and once they add a message to the email they could click Send and the email would be delivered to the recipient.
We cannot reopen the case. We don't need to attach the email or update the history we just need to send an email from Pega to an person with an email address based on this case.
My current understanding of case email is they are attached (linked now) to the case and update the history table. Since the case is resolved and not in a valid open status this would be impossible.
Is there anyway to send an email from a resolved case?
Select an option you need to change the Review harness and keep a button, on clicking that make sure you ran an activity to send the mail to the user required and specify the case and email in the activity through obj-browse.
Thanks but my client is looking for something out of the box. We could do something custom where we add a button to a review harness that kicks off an activity which eventually calls one of the correspondence flows.
Your response just confirmed what I already knew that this is not possible out of the box and any solution would be custom.