Routing Rule for Emails for Request to be Logged and Resolved

[JoanneG]

Good Afternoon

Please can you provide advice if I can setup an Routing Rule for a Request to be Logged and Resolved.  I have Routing Rules already however they are just for logging a call.... 

 

Thank You 

[Steve Giller]

@JoanneG The Routing Rule would Raise the Request. It would then be up to the associated Business Process to progress it through to a Resolution.

[JoanneG]

How would I associate a Business Process to the Rule...   I have an inbound routing rule which is linked to a routing rule template..  On the Template I have linked it to a service and catalog item which has a business process behind it then will automatically resolve / close the request... would this be correct?

[JoanneG]

Hi Steve, I think it is working... with the above..

[Steve Giller]

5 minutes ago, JoanneG said:

On the Template I have linked it to a service and catalog item which has a business process behind it

That's the BP that will run, so you can set that to Resolve the request - either automatically or based on other criteria if required.

[JoanneG]

Also please can I just ask... would there be a possibility of an auto rule linking an asset which is within the email body of information?

 

[Steve Giller]

9 minutes ago, JoanneG said:

would there be a possibility of an auto rule linking an asset which is within the email body

Again - no, that's not what Routing Rules are for.

However, you may be able to adapt the information here:

to extract it once within the Business Process.