HHH Posted February 15, 2019 Share Posted February 15, 2019 Hi all Is there a way to make an email reopen a resolved (not closed) ticket when applied to the ticket trough routing rules and also when manually applied to a request. Link to comment Share on other sites More sharing options...
Victor Posted February 15, 2019 Share Posted February 15, 2019 @HHH possibly, but you need to have the process active for as long as an email is expected on that request... Link to comment Share on other sites More sharing options...
HHH Posted February 15, 2019 Author Share Posted February 15, 2019 It is. There is a 7 day grace period in BPM before closing the resolved request. But if I apply an email to the resolved request during this period I need to manually re-open it. I would be good to have that done by the system. Link to comment Share on other sites More sharing options...
Victor Posted February 15, 2019 Share Posted February 15, 2019 Mkay... so, broadly: In this 7 day grace period... have a parallel branch in the process waiting for a request update. If the update is an email then process reopen the request... P.S. This is just in theory, I never tried it in a process myself... Link to comment Share on other sites More sharing options...
HHH Posted February 27, 2019 Author Share Posted February 27, 2019 On 2/15/2019 at 3:49 PM, Victor said: Mkay... so, broadly: In this 7 day grace period... have a parallel branch in the process waiting for a request update. If the update is an email then process reopen the request... P.S. This is just in theory, I never tried it in a process myself... @Victor Question 1: I'm testing to create this setup now but how do I check if an update is through email? Question 2: Would I need the current 7 day grace period (wait for status change) or does status changes automatically result in request updates? Link to comment Share on other sites More sharing options...
Jamie Talbot Posted July 18, 2019 Share Posted July 18, 2019 Hi @HHH, Did you manage to reopen tickets with emails after being resolved? I am trying to do the same but can't get it to work for me. Link to comment Share on other sites More sharing options...
Guest Paul Alexander Posted November 7, 2019 Share Posted November 7, 2019 (edited) Hi @HHH and @Victor We're looking at how to get a resolved request to reopen on receipt of an email too, but I can't see how to do it. Did you ever get yours to work? thanks S'ok....found out how to do it by using 'suspend wait for update' Edited November 7, 2019 by Paul Alexander Link to comment Share on other sites More sharing options...
Guest Paul Alexander Posted November 7, 2019 Share Posted November 7, 2019 40 minutes ago, Paul Alexander said: S'ok....found out how to do it by using 'suspend wait for update' Actually...I HAVEN'T got this working. The 'suspend - wait for request update' node doesn't move on when an email is added to the request? Am I doing something wrong? Link to comment Share on other sites More sharing options...
Victor Posted November 7, 2019 Share Posted November 7, 2019 @Paul Alexander indeed Wait For Update won’t resume on email because is not an update, based on the update type, it’s an email... there is an Wait For Email node afaik, not sure if that’s for incoming or outgoing email... sorry don’t have much/more info atm, I’m on annual leave... maybe @Steve Giller can have a look and advise... Link to comment Share on other sites More sharing options...
Guest Paul Alexander Posted November 7, 2019 Share Posted November 7, 2019 8 minutes ago, Victor said: I’m on annual leave Cheers @Victor......I'm not sure I could feel more guilty! Have a good holiday... Link to comment Share on other sites More sharing options...
Steve Giller Posted November 7, 2019 Share Posted November 7, 2019 @Paul Alexander There is a Suspend - Wait for Request Email node available, although it looks like you'll have to choose between waiting for an update or waiting for an email. Don't worry about @Victor - he chose to log in! Link to comment Share on other sites More sharing options...
Guest Paul Alexander Posted November 7, 2019 Share Posted November 7, 2019 Hi @Steve Giller - yes, I've now seen the 'suspend - wait for email' node, but I've just tested that and it seems to be waiting for an email to be sent FROM the request, rather than waiting for an update by an email being attached to the call. Could I suggest that the 'suspend - wait for update' node be extended so that an email update WILL trigger it please? And I'll stop worrying about @Victor. I hope he's found something better to do on holiday!! Link to comment Share on other sites More sharing options...
Victor Posted November 7, 2019 Share Posted November 7, 2019 I did ...find something Link to comment Share on other sites More sharing options...
Guest Paul Alexander Posted November 7, 2019 Share Posted November 7, 2019 That looks rubbish.....no wonder you're checking your emails all the time Link to comment Share on other sites More sharing options...
Steve Giller Posted November 7, 2019 Share Posted November 7, 2019 Don't get him started on email ... Link to comment Share on other sites More sharing options...
Alisha Posted October 27, 2023 Share Posted October 27, 2023 Good morning, Did anyone find a solution to this? We would like an email to reopen a Resolved request. However, we don't want any customer out of office emails to reopen the Resolved request. Is there a way to stop the email from updating the request if it's Resolved? Many thanks, Alisha Link to comment Share on other sites More sharing options...
HHH Posted October 27, 2023 Author Share Posted October 27, 2023 4 hours ago, Alisha said: We would like an email to reopen a Resolved request. However, we don't want any customer out of office emails to reopen the Resolved request. @AlishaWe added a routing rule that deleted emails containing all kinds of out of office autoreply messages in various languages. So far it has worked. subject LIKE '%autoreply%' OR subject LIKE '%autosvar%' OR subject LIKE '%automaattinen vastaus%' OR subject LIKE '%automatisch antwoord%' OR subject LIKE '%Automatic reply%' OR subject LIKE '%Automatisk svar%' OR subject LIKE '%Out of office%' OR subject like '%Automatische Antwort%' OR subject LIKE '%Automatic reply%' OR subject LIKE '%Réponse automatique%' OR body like '%e-mail est généré automatiquement%' OR body like '%e-mail is generated automatically%' 1 Link to comment Share on other sites More sharing options...
Alisha Posted October 27, 2023 Share Posted October 27, 2023 Thank you @HHH. Did the parallel branch in the Workflow work for you? Link to comment Share on other sites More sharing options...
HHH Posted October 30, 2023 Author Share Posted October 30, 2023 We have a loop so customers can re-open tickets. But we leave out the ticket number from the subject of our resolution mails since many customer raise a new ticket by responding to an old email and we don't want those to go into the old ticket but we want a new one, so we have a manual step there. But if customer goes to portal, they can reopen and it works as expected 1 Link to comment Share on other sites More sharing options...
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