How to Keep an Automation From Reopening a Completed Customer Case

A late event or retry can trigger a workflow after a case has been resolved.

Checks to make

Check case state and version immediately before writing, ignore stale events, and define explicit allowed state transitions. Test duplicate and delayed triggers, and log why a completed case was left unchanged or reopened.

When to get help

Workflow engineering can enforce state transitions and stale-event handling. Informatix Systems can assess the symptoms, evidence, and next steps. Contact Informatix Systems to discuss this issue.