Reopening a resolved case

You can reopen a resolved case if the case was resolved prematurely, or erroneously. After a case is reopened, the case can be processed by a user or a flow and resolved again.

  1. Find and open the resolved case. You can locate a resolved case by searching for it, or by looking in your worklist or Recent list.
  2. In the Tools section, click Reopen.
Result: 
If the case type does not use stages, the Work-.Reopen activity completes the following actions:

  1. Changes the status of the case to Open.

  2. Reopens a cover, if applicable.

  3. Restarts the flow that is identified in the pyFlowName property.

  4. Displays the case review form.

If the case type uses stages, the Work-.pyReopenToStage flow shows the flow action to reopen the last stage in the flow action, with an alternate choice to change to any stage.

Note: If you want any of the steps in a stage to relaunch when you return to them, select the Launch on stage re-entry check box on the Case Type form for those steps.
Note: The activity ReopenDefaults is called regardless of whether the case has a starting flow or uses stages. This activity allows you to override the flow defaults and make changes.