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Updated and now resolved by below question
I have tested incoming mails on closed requests. Problem is the email goes in ok, but the email stays closed. What I need to do is to re open the request and perhaps even inform the original owner.
Is there any way to do this?
I have worked this one out and if any one else would like to know, please see below:
Setup an incoming mail record and add the relevant create new record in:
For this it would be helpdesk.
Setup a new server action:
I have named this re-open ticket, but anything that makes sense would be fine.
Within the Server Action, select the object you want to adjust. For my example, i am using Helpdesk. Action type is "Write Object". Under the "Create/Write/Copy", select status value is equal to open.
What this does is to set the value to open, on any ticket when a reply is received. Ok, the ticket may be in a different status and may in some circamstances not need to be changed. But at the moment, we need the ticket to move to open for any replied to tickets. Additionally, I will add a new status later, called perhaps "customer replied". So we can track when a customer has replied by status.
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|Asked: 6/6/13, 2:15 PM|
|Seen: 1994 times|
|Last updated: 3/16/15, 8:10 AM|