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Status updated via email / Routing rules


Giuseppe Iannacone
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scerario: we have a mailbox that collects the custumer's request raised via email. all our current BPM are using the 2 stages closure.

1. the email is a brand new case; current action: manually open a request

2. the email is referring to an open case; current action: the system is correctly updating the timeline (regex_match on the subject); nice to have: automatic status change if in resolved status

3. the email is referring to a closed case; current action: the system moves the email to a folder called "unsuccessful update" (regex_match on the subject); nice to have: leave the mail in inbox if in closed status or open a new request linked to the first case

thank you

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Hi Giuseppe,

Thanks for your post.  

14 hours ago, Giuseppe Iannacone said:

nice to have: automatic status change if in resolved status

Are your updates being processed automatically using the Routing Rules? Are you wanting the request to go back to an open status if there is an automatic email update?  The challenge might be identifying if the email update is a response to say that there is still an issue, or a Thank you email to say it is fixed.  

14 hours ago, Giuseppe Iannacone said:

leave the mail in inbox if in closed status or open a new request linked to the first case

For the routing rules, you are able to set the destination folder if the email is not processed. I'm guessing that yours is currently set to a folder called "unsuccessful update''. Or are you wanting to have multiple destinations for the Target Folder Failure based on different conditions?

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Regards,

James

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4 hours ago, James Ainsworth said:

Are your updates being processed automatically using the Routing Rules? Are you wanting the request to go back to an open status if there is an automatic email update?  The challenge might be identifying if the email update is a response to say that there is still an issue, or a Thank you email to say it is fixed.  

@James Ainsworth currently we are not using a routing rule because it might reopen a request just because of the "Thank you " email. So we'd better sponsor the Service Portal for update (it will take time until all the customer will be trained) but just in case how can this be achieved?

4 hours ago, James Ainsworth said:

For the routing rules, you are able to set the destination folder if the email is not processed. I'm guessing that yours is currently set to a folder called "unsuccessful update''. Or are you wanting to have multiple destinations for the Target Folder Failure based on different conditions?

you are correct, but i would like to have multiple destination based on conditions

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