Jeremy Posted July 4, 2018 Share Posted July 4, 2018 Hi Is there an option to choose whether to send the resolution email to the customer, as there are some instances that we would not want to send the resolution email to the customer and wondered if there was a way to choose at the time of resolving job? Regards Jeremy Link to comment Share on other sites More sharing options...
Dan Munns Posted July 4, 2018 Share Posted July 4, 2018 You could put a human task in to ask the analyst if they want to send the resolution email and then branch based on the outcome. Link to comment Share on other sites More sharing options...
Steven Boardman Posted July 5, 2018 Share Posted July 5, 2018 @Jeremy as Dan suggests you could have a task at resolution time, which the agents use. Outcome Options could be * Resolve and send email * Resolve no email needed Off the back of the task, you could use the following to automate what you need: * Use the Update Request option to - set the resolution text - from the reason text of the task * Use the Update Request option to - set the status to resolved * Use a decision to branch on the above outcomes, and if an email is needed to be sent, then choose to send email, and if not no email will go Using a task should not add any additional time, and the automation via the business process designer takes care of the actual resolution and sending / not sending of a resolution email Steve Link to comment Share on other sites More sharing options...
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