Paul Alexander Posted February 3, 2021 Share Posted February 3, 2021 I'm looking for a way to get a resolved request to reopen on receipt of an email. Our current setup means that, when a request is resolved, it suspends waiting for a status update for 5 working days. If an update IS made (via the portal or by an analyst updating the request), then the status is updated and the ticket is reopened. This doesn't work with emails though, which is causing a few issues as analysts are missing the fact that a request which they thought was resolved is in fact NOT completed. Is there a 'suspend' status which will take either a portal update OR an email update as a trigger to move on? Emails DO automatically update the request (as is standard) but, unless the request is in an on-hold status (which WILL make the request update and move on if an email is received), then the email doesn't trigger any update in the BPM. We don't want to put the request on-hold for this period...we want it to stay in a resolved state, but I can't see a way of getting the process to do what I'd like. Our current process looks like this: Any ideas please? Link to comment Share on other sites More sharing options...
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