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Helpdesk - Incoming Mail on Closed Status

By
dave ellis
on 6/6/13, 2:15 PM 1,593 views

Updated and now resolved by below question

Hi,

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?

Thanks

1
dave ellis
On 7/15/13, 1:24 PM

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.

image description

Setup a new server action:

I have named this re-open ticket, but anything that makes sense would be fine.

image description

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.

0
dave ellis
On 6/17/13, 1:50 PM

Is there any way to update the helpdesk record, on a new message coming from the customer? Perhaps in actions?

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Asked: 6/6/13, 2:15 PM
Seen: 1593 times
Last updated: 3/16/15, 8:10 AM