Prathmesh Patel Posted June 6, 2017 Posted June 6, 2017 Hi, since the latest update, the calls received by the call responder, we are unable to apply to call - the following message appears. when looking at the call ticket, the detail have been added bu the message is not cleared for the email box. please advise. Thanks
Victor Posted June 6, 2017 Posted June 6, 2017 @Prathmesh Patel the "apply email to request" action fails when it's checking sub statuses associated to service and request type for IN*19477. This because this incident doesn't have a service associated to it. Also it seems you have these settings enabled: Automated Sub-statuses won't work with requests with no service... EDIT: also the email is not removed from mailbox because the "apply email to request" action fails at the above mentioned point and the email "removing" should happen afterwards...
Prathmesh Patel Posted June 6, 2017 Author Posted June 6, 2017 how would i go about adding a service to these calls?
Prathmesh Patel Posted June 6, 2017 Author Posted June 6, 2017 Victor, I've now sorted this. Regards,
Victor Posted June 6, 2017 Posted June 6, 2017 @Prathmesh Patel : we're happy this is sorted then As a reference note, there is no current functionality to allow you to add or amend a service on a request... It could be done by amending teh request record but this is something we reluctant to advise as it would require changes in the database directly... How did you add the service on that request?
Prathmesh Patel Posted June 6, 2017 Author Posted June 6, 2017 Victor, I didn't add a service, i turned off routing rules for auto responder and it worked.
Victor Posted June 6, 2017 Posted June 6, 2017 @Prathmesh Patel ah, I see... are you referring to the "routing rule" setting posted in the screenshot? Or "routing rules" all together, as a functionality?
Victor Posted June 6, 2017 Posted June 6, 2017 @Prathmesh Patel in this case, if you choose to disable the settings, I would suggest to disable both settings... in case you did not already do so
Prathmesh Patel Posted June 6, 2017 Author Posted June 6, 2017 Did both Victor.. Also on another note.. did you manager to work on the in/out of sla within days report?
Victor Posted June 6, 2017 Posted June 6, 2017 @Prathmesh Patel still on my "to do" list... was very busy lately... ... I'll try and see if I can put something up today...
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