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Paul Alexander

Forwarding emails in BPM

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I'm not sure if this should be under Service Manager or Collaboration but here goes...

The process is this (for our Fleet Operations) is:

  • A member of the public emails a complaint/suggestion to the Fleet mailbox
  • We log that email as a service request
  • The analyst who is assigned to this request does a check to find out who was driving the specific vehicle mentioned in the email, and finds that drivers' line manager and enters that line managers email address
  • In the BPM we'd like to be able to then forward the originating email, including any attachments, to the line managers email address.

 

At the moment I can't see a way of doing this automatically (I know that the analyst can open the email and forward it manually...). Can this be done in the process? 

thanks

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