Ideas

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  • 1.  Email Responses Defining Ticket Status using Process Flows

    Posted 06-19-2018 15:47
    Currently there are a few configuration parameters (i.e. SRQ_REQUESTER_REPLY_STATUS) that set the status of a ticket to a value of your choosing when an email response is received. This however conflicts with a ticket that is using a Process Flow. If an email response sets a pending ticket to Active. The process flow still thinks it is pending and is not aware, therefore breaking the process flow.

    I would suggest adding a function in the process flow where you can enable email replies on the flow to set the status of a ticket.

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    Andrew Raia
    Business Applications Manager
    Moran Towing
    New Canaan
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  • 2.  RE: Email Responses Defining Ticket Status using Process Flows

    Posted 08-27-2018 10:54
    Is anyone looking at these?

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    Andrew Raia
    Business Applications Manager
    Moran Towing
    New Canaan
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    Original Message