How to: Reopen resolved jobs from customer email

[LawesD]

Short question:
The job has been resolved, we now want to react to a customer email (automatically added to the job via inbound-routing) in order to change the status to 'open'.  How would this be achieved?

 

Thanks in advance


Further context:
We thought we had this down, but it's now become an issue that it's not working as we expected. Simplified workflow

'Wait for resolution' Request manually resolved 'Wait for status change' 5 days If status = 'open' - loop to start

We thought this encompassed the sub-status change in the service settings when a customer email is added to the request but recent testing proves otherwise.

[Steve Giller]

First thing to check is that in your comparision you are looking at the new Request Status, ensure you have used the variable picker to take the value from the previous "Wait for Status Change" node.

[LawesD]

Hi Steve thanks so much for the reply, 

If I've understood you correctly, the challenge isn't with the decision - our workflow recognises when manually being set to open (or If a customer uses the button in our portal to reopen)

What I'm struggling with is actually triggering the status to change based on receiving a new email.
Then again it doesn't have to be status, but I've not yet got any of the other "Wait for..." options reacting to a customer email. 

[Steve Giller]

This is only a tiny part of the settings - how is your Request sub-statuses section conigured?

[LawesD]

Quite vanilla

[LawesD]

Maybe there's not a way to do what I'm trying to do, it boils down to being able to:
Wait for Status change AND wait for, and react to, an inbound email (whichever happens first)

Hypothetically, in tandem with the 'on customer response...' setting, a Wait for sub-status change option would work. 

For now we can point the customers to their portal should the need to reopen the request
or rely on our analysts to manually reopen/update the request. 

 

[Steve Giller]

I can't see anything wrong with that setup, my requests correctly come off hold and the workflow moves on when an email is received from the Customer so there must be something different going on there.

[LawesD]

Ok good to know we're not going mad, I thought maybe that had never worked, the way we had thought, and that we just weren't overly affected by it.
Seems to be generally affecting us regardless of which service the job is in. 

If you know of any other system settings that could affect this, I'd appreciate a heads-up. 

[LawesD]

On 25/10/2024 at 15:38, Steve Giller said:

I can't see anything wrong with that setup, my requests correctly come off hold and the workflow moves on when an email is received from the Customer so there must be something different going on there.

Ah @Steve Giller is the difference here that your requests are 'On hold' and not 'Resolved'?

(The auto-off hold and substatus change on customer response functions work as expected.)