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 flow and resolved again.

1. Display the resolved case. You can locate a resolved case by searching for it, or by looking in your worklist or Recent list.
2. Click the Reopen option in the Tools section. The action that happens depends on whether your case uses stages. A case is stage-based if the case type for its class uses stages.

   If your case does not use stages, this option runs the Work-.Reopen standard activity. The Work-.Reopen activity completes the following actions:

   1. Changes the status of the case to Open. The value of the standard property Work-.pyStatusWork holds the case status.
   2. Reopens a cover, if applicable.
   3. Restarts the flow that is identified in the pyFlowName property.
   4. Displays the case review form.

   If your case uses stages, this option runs the flow Work-.pyReopenToStage. By default, Work-.pyReopenToStage shows the flow action to reopen the last stage in the flow action, with an alternate choice to change to any stage. You can customize Work-.pyReopenToStage. If you want any of the steps in a stage to relaunch when you return to them, you must select the Launch on stage re-entry check box 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.

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