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Routing Rule Updates to Resolved Requests Status - option to update status


Martyn Houghton
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Related to @Jeremy post below and the work on having the ability to pause the SLA timers in the BPM to allow a request timer to be on hold when set to Resolved.

Can we raise an enhancement request to have the option to allow the updating of request at the Resolved status to another configurable status, i.e.Open, when updated by email (manually or via routing rules) or via the portals.

This way updates to Resolved requests can be captured after the Suspend - Wait for Status Change in the BPM, and the record processed appropriately, rather then the updates being missed.

Cheers

Martyn

 

 

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