Jeremy Posted November 4, 2019 Share Posted November 4, 2019 I'm having a moment, does anyone know where the setting is that allows a request to be automatically taken off hold if a customer updates the request from the Portal? I'm also hoping that I can reference this in the BPM to check to see if a customer has updated the request by email or portal and then progress based on this? Link to comment Share on other sites More sharing options...
Martyn Houghton Posted November 4, 2019 Share Posted November 4, 2019 @Jeremy I am not sure there is a setting like the one for emails and routing rules. If memory serves me right, it is enabled by setting the options against the service and ensuring both the source and target sub statuses are both set to allow auto update. Cheers Martyn Link to comment Share on other sites More sharing options...
Jeremy Posted November 4, 2019 Author Share Posted November 4, 2019 @Martyn Houghton with the Service Sub-Status if it says updated by customer, does this include via email and portal? Link to comment Share on other sites More sharing options...
Martyn Houghton Posted November 4, 2019 Share Posted November 4, 2019 @Jeremy Yes, with the two settings on this include applying the email to the requests as well as the customer adding an updating the request on the portal. Cheers Martyn 1 Link to comment Share on other sites More sharing options...
Jeremy Posted November 4, 2019 Author Share Posted November 4, 2019 @Martyn Houghton thank you! Link to comment Share on other sites More sharing options...
Jeremy Posted May 13, 2020 Author Share Posted May 13, 2020 Sorry for resurrecting an old post, I am wondering if there is a way to differentiate between updates from the Portal and via Emails? I would like to 'wait' for a portal update rather an email update as we have a process that is being driven from the Portal, is this possible? Not sure if you can make decisions on types of activities via buzz etc so that we could work this out... Link to comment Share on other sites More sharing options...
Martyn Houghton Posted May 13, 2020 Share Posted May 13, 2020 @Jeremy I would presume this would need a new Suspend node to target the specific case. Are the emails update you are trying to exclude manually applied from the Mailbox or via AutoResponder? Cheers Martyn Link to comment Share on other sites More sharing options...
Martyn Houghton Posted May 13, 2020 Share Posted May 13, 2020 @Jeremy If you are using Auto Responder then we raised a enhancement request some time ago to be able to disable the automatic updating of the status/sub status when applying the email to the request. Cheers Martyn Also just found the one for manual apply email to the request. Link to comment Share on other sites More sharing options...
Jeremy Posted May 13, 2020 Author Share Posted May 13, 2020 25 minutes ago, Martyn Houghton said: Are the emails update you are trying to exclude manually applied from the Mailbox or via AutoResponder? @Martyn Houghton Both, in this instance we 'don't care' about the emails that get applied to these requests. All we care about is that someone goes to the portal and posts an 'update' once this happens we will then progress the request. Link to comment Share on other sites More sharing options...
Jeremy Posted May 14, 2020 Author Share Posted May 14, 2020 when we send managers emails from the request and they are on leave the system will process their out of office replies and potentially move this to the next stage, when we want to wait for them to add an update in the Portal as we then know that they have seen and physically done something. Link to comment Share on other sites More sharing options...
Steve Giller Posted May 14, 2020 Share Posted May 14, 2020 @Jeremy If you are simply wanting to exclude Out Of Office replies then you can put a rule before the Update From Email rule that, for example, moves the Out Of Office to a subfolder - this will prevent the Update From Email rule from firing. Link to comment Share on other sites More sharing options...
Jeremy Posted May 14, 2020 Author Share Posted May 14, 2020 @Steve Giller these are useful for other requests that we have as we deal with a lot of customers and it is good for the analysts to know. But maybe I can put some text into the emails and then exclude from the auto-update. But it still would be good to differentiate between portal and email updates. Link to comment Share on other sites More sharing options...
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