Create a Flow to Reopen Closed Cases

Step 1: Create the Record-Triggered Flow

1. Click the gear icon and select Setup.
2. In the Quick Find box, search for and select Flow.
3. Click New Flow.
4. Select Record-Triggered Flow and click Create.
5. Configure the flow as follows:
   1. Object: Email Message
   2. Trigger the Flow When: A record is created
   3. Condition Requirements: None
   4. Optimize the Flow For: Actions and Related Records
6. Click Done.

Step 2: Add a Decision Element to Check Case Status

1. In Flow Designer, click the + icon and select the Decision element.
2. Enter a name in the Label field; the API Name auto-populates.
3. Under Outcome Details, enter a label; the API Name auto-populates.
4. Set Condition Requirements to Execute Outcome: All Conditions Are Met (AND).
   1. Row 1: Resource = {!$Record.Parent.Status}, Operator = Equals, Value = Closed
   2. Row 2: Resource = {!$Record.Incoming}, Operator = Equals, Value = {!$GlobalConstant.True}
5. Click Done.

Step 3: Add an Update Records Element to Reopen the Case

1. In Flow Designer, click the + icon and select Update Records.
2. Enter a name in the Label field; the API Name auto-populates.
3. Click Specify conditions to identify records, and set fields individually.
4. Object: Case
5. Select All Conditions Are Met (AND).
6. Set Filter Conditions:
   1. Row 1: Field = Id, Operator = Equals, Value = {!$Record.ParentId}
7. Set Field Values for the Case Records:
   1. Row 1: Field = Status, Value = Reopen
8. Click Done.

Step 4: Save and Activate the Flow

1. Click Save.
2. Enter the Flow Label; the API Name auto-populates.
3. Click Save.
4. Click Activate.