Emails and Resolved calls

[Claire Holtham]

At present when an email drops in to the Service Desk mailbox, if it has a call reference in the subject line, it is automatically added to the call.

Is there a way of the rules looking at the status of the call, and if it's resolved or closed not appending it to the call?

Claire

[Victor]

@Claire Holtham

7 minutes ago, Claire Holtham said:

if it's resolved or closed not appending it to the call

Only if the call is closed... this can be achieved using these app settings:

[Claire Holtham]

Thanks Victor. What will happen to the email if they are set to 'off'

[Victor]

@Claire Holtham it triggers an AR failure so it will land in the designated folder for failure for the routing rule that processed the email