Alisha Posted December 9, 2019 Share Posted December 9, 2019 Hello, We would like to put existing requests on hold based on the subject line of an email from a supplier. Is this possible to achieve within the Business Process please? If not, please could we request this as an enhancement? I've seen the 'Wait for Request Email' option, but this seems to be for when an email is sent from the request, and not the other way around. Any help would be much appreciated. Many thanks, Alisha Link to comment Share on other sites More sharing options...
James Ainsworth Posted December 9, 2019 Share Posted December 9, 2019 Hi Alisha, Are the emails that you receive from the supplier, something that can happen at any point within the life of the request? Or is the communication with the supplier done at a particular point in the workflow? Regards, James Link to comment Share on other sites More sharing options...
Alisha Posted December 10, 2019 Author Share Posted December 10, 2019 Hi @James Ainsworth, Our Business Process is set up to email the supplier with the fault details after the Incident is prioritised. The email that we receive back from the supplier could happen at any time between receiving our initial email and resolution. Many thanks, Alisha Link to comment Share on other sites More sharing options...
James Ainsworth Posted December 10, 2019 Share Posted December 10, 2019 8 hours ago, Alisha said: The email that we receive back from the supplier could happen at any time between receiving our initial email and resolution. Thanks for the feedback Alisha. With this in mind, any solution would have to sit outside of the BPM. Possibly some interaction with the sub-statuses where you have one set to With Supplier which puts the request on hold. An Email Routing Rule could look up the text in the subject line, but just not sure how we trigger the changing of the sub-status. We have Routing Rule template for new requests logged by email, maybe a template for automatically updated requests by email. Possibly not something we could deliver in the near future, but I'll check into the feasibility of it. Regards, James Link to comment Share on other sites More sharing options...
Alisha Posted December 12, 2019 Author Share Posted December 12, 2019 Hi @James Ainsworth, Thank you. This automation would be really helpful for us, due to the delay in us processing the email (if received out of hours) and stopping the SLA clock manually. Many thanks, Alisha Link to comment Share on other sites More sharing options...
Alisha Posted July 16, 2021 Author Share Posted July 16, 2021 Hi @James Ainsworth, Would this be possible please? If we could have a routing rule that could check the subject line and who the email is from, which then updates the sub-status, that would be very helpful. Many thanks, Alisha Link to comment Share on other sites More sharing options...
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