Create a new case when customer responds to a closed case after X days – OOB configuration

Often there is a requirement in Case Management to create a new case when the case associated with the activity is resolved since X days. With the latest release of Dynamics 365 CE, this setting is available as an OOB configuration within Record creation rule.

To enable this setting, navigate to Settings>Service Management>Automatic Record Creation and Update Rules

Select the option “Create cases for activities associated with a resolved Case”. Selecting this, additional option would be shown to choose the period of closure to create the case.

Duration can be selected in Minutes, Hours or Days.