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Routing Rules Updates to Cancelled Requests

Martyn Houghton

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Currently we are able to control and disable updates to 'Closed' requests in the Service Manager > Advanced Settings, using the specific settings below.


However by default 'Cancelled' requests can still be updated automatically by email, resulting in updates being missed. When requests are logged under the incorrect service, we cancel the original on and re log the request, however sometime the external customer will reply with under the original request reference not the replacement one.

Can we request an enhancement either to include 'Cancelled' request within the behaviour of the current settings above, or add a new set of settings for cancelled requests.





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  • 2 months later...

Hi Martyn,

I just wanted to let you know that as of Service Manager build 1919 we introduced to additional settings that control email routing updates on cancelled requests.  I hope this helps.

  • app.email.routing.rules.allowCancelledCallUpdates.IN
  • app.email.routing.rules.allowCancelledCallUpdates.SR



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