3661123 - Case Status is Not Updated following Receipt of Email

The Status if a Case is not getting updated to In Process when an email reply is received from a Customer on Case.

SAP Sales and Service Cloud Version 2

1. Configure the status schema to include the necessary statuses, ensuring "Customer Action" has the Lifecycle Status "In Process"
2. Send an email from the system to the customer, setting the case status to "Customer Action".
3. Reply to the email from the customer side.
4. Observe that the case status does not automatically change to "In Process" or "Open".

• The lifecycle status is not mapped correctly to "Completed", which prevents the automatic reopening of the case when an email is received.

Ensure that the lifecycle status is mapped to "Completed" in the status schema.

1. Go to Settings
2. Go to Case.
3. Go to Status Dictionary Entries
4. Create a custom Status of required naming convention e.g "Customer Action"
5. Map it to the lifecycle status "Completed" and Assignment Status "Requestor Action"
6. Save and Create
7. Go to Status Schema.
8. Assign the Status to the relevant Status Schema.

• Refer to: [Case Management in SAP Service Cloud | Product Inspiration Series](https://www.youtube.com/watch?v=B7Cjq1JDN0w).

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