What happens to existing open cases?
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Existing cases are not automatically converted when Digital Case Management is enabled.
If a case was created through email before your organization moved to DCM, it continues using its existing email communication process until it is resolved.
Example
A case was created by emailing Expereo Support: CSE-1234567 – Service Down
Digital Case Management is then enabled for your organization.
The existing CSE-1234567 case continues through its existing email communication process until it is resolved.
If you subsequently need to report a new issue, the new case should be created through expereoOne or API V2.
This allows existing cases to continue without disrupting ongoing support conversations.
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