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The Reopen action can be used in any status in a workflow, but only after the Close action has been executed. The case does not necessarily need to be in the final or closed status, but if Close has not occurred, the Reopen action will not appear in the status.
You can configure Reopen as a non-transitional action, or you can configure it to reopen into a new status to reset the lifecycle of the case, if desired.
Workflow enables you to customize these specific settings for this action type:
Default Comment / Attachment Visibility
Select this checkbox to select public visibility by default for the attachment or comment. This option is enabled by default.
Displays the Submit and Next button that will automatically open the next case.
Clear all approvals
Select to delete all user approvals in a multi user approval action, after the action executes.
Select from these options that are enabled by default:
Feed Activity Description
Enter the activity description that will display to end users in the Activity column on a feed.
Note: The user's feed must be configured to include the Activity column in order for the description to display. These options are enabled by default.
Execute this Action Automatically
Select this option to enable automatic execution, when the case will change status.
Note: We do not display this option when the case does not change status. We also restrict you to one automatic action per status.
Used as Mass Update Action
Select this to option to enable this action as a bulk action. See Mass Update Permissions for more information.
Message Shown After Action Execution
Enter a message that will display after the action is performed.
Next Action System ID
Enter the system ID of the action that executes automatically after the current action.
On default, when a user performs this action, Workflow assigns the case to the current assignee. You can configure a different assignee in this section where you can also elect to allow multiple assignees.
Style and Position