Question

2
Replies
405
Views
ToddM434 Member since 2015 1 post
Cognizant
Posted: June 12, 2017
Last activity: June 20, 2017
Closed

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?

Low-Code App Development Case Management
Moderation Team has archived post
Share this page LinkedIn