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Karen Hendrickx 8Karen Hendrickx 8 

customising email2case

hi
is there any way to customise the standard email2case capability?
my customer has a scenario where they email resolutions to atheir customer and close the case
a while later the end customer replies to the email with a new issue, and this automotically attaches to the original case and reopens the old case

they want a rule that even if there is a thread ID, if the reply is after more than a month to create a new case.

or is there a way to de-atatch an email from one case and use it to create a new one?
thanks
Best Answer chosen by Karen Hendrickx 8
SonamSonam (Salesforce Developers) 
You can try creating a trigger on the emailmessage object of case such that when a new email reply comes - you check whether the case is one month old(or a condition you wish to check) and accordingly proceed to creating a new case or attaching the email to the same existing case.

reference:
https://developer.salesforce.com/docs/atlas.en-us.api.meta/api/sforce_api_objects_emailmessage.htm
http://salesforce.stackexchange.com/questions/71165/trigger-on-case-emailmessage-not-working