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Emails reopening resolved tickets


HHH

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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.

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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...

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  • 2 weeks later...
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? 

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  • 4 months later...
  • 3 months later...

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!!

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