enhancement Email Routing Rules - Sub Status Auto update override

[Martyn Houghton]

Relates to my earlier post below about overriding the default visibility for Email Routing Rule updates, it would be useful to be able to override the system setting on a rule by rule basis whether an update via the said rule will trigger an Sub Status Automatic update, asin our case for internal email we would not want it to do this, but for customer updates we would.

Cheers

Martyn

[Martyn Houghton]

@James Ainsworth @Steven Boardman

Any update on this please?

Cheers

Martyn

[James Ainsworth]

Hi Martyn,

Thanks for your post.  I far as I can see there are no current plans for this.

Regards,

James

[Martyn Houghton]

@James Ainsworth

That a real shame, as not being able to control the visibility at the routing rule stage, means that it is not practical in a real world external customer facing environment to automate email operations where would you will have multiple environment and systems generating updates via email channel.

Cheers

Martyn

[samwoo]

+1 - could this idea be added to the list of enhancement requests?

[Martyn Houghton]

@Harry Hornbill

Any update on this?

Cheers

Martyn

[Martyn Houghton]

@Gerry

Following on from yesterday's Insights session and the focus on automation, having the ability to override the visibility of auto-routing/responder rules updates to requests is quite critical for implementing Enterprise Service Management processes when integrating with external systems. For obvious reasons, internal emails and third-party updates should not be visible to the end-user customer.

With the ability to override the visibility we can set up specific rules using the existing functionality to log and update requests automatically, whilst retaining the updating of the requests automatically with the customer updates visible on the timeline 24/7.

Would you be able to raise this with the product team?

Cheers

Martyn