Create a Flow to Reopen Closed Cases

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

Now we will use the Decision element to check the case status and the number of days formula.

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

The next step is to update the case status to re-open. We will use the Update Records element.

1. On Flow Designer click on the +icon and select the Update Records element.
2. Enter a name in the Label field; the API Name will auto-populate.
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
a. Row 1:
I. Field: Id
II. Operator: Equals
III. Value: {!$Record.ParentId}
7. Set Field Values for the Case Records
a. Row 1:
I. Field: Status
II. Value: Reopen
8. Click Done.

Once everything looks good, perform the steps below:

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

See also
Email-to-Case Threading