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    Rohit Apsangi
    Reopen closed SRAnswered
    Topic posted January 10, 2019 by Rohit ApsangiGold Medal: 3,500+ Points, tagged Configuration and Administration, Service Request Management, Setup and Configuration 
    264 Views, 19 Comments
    Title:
    Reopen closed SR
    Content:

    Hi All,

    is there any possibility to reopen an existing SR if customer has replied to Closed SR?  if possible then where we can perform this configuration?

    ~ Rohit

     

    Best Comment

    Reghu

    Simple, create self-relationship on SR

    Comment

     

    • Reghu

      AS far as I have explored, closed SRs cant be reopened.. May be we can create a new one and relate it to the existing one.

      Else we have to get into agreement with business onto how long can we wait for customers' response. then for that duration you have to keep the SR on resolved then to let it close. 

       

      • Rohit Apsangi

        so there is no task associated to control status of SR when customer responds to that particular SR? Also Can you explain on how we can relate new SR with old one when ever customer responded to closed SR?

    • Reghu

      Simple, create self-relationship on SR

    • Reghu

      So, you are talking about IB email scenario is it?  If yes, could you please let me know how does it behave now on Closed SR?  Is the email resulting in error or just not doing anything?

      • Rohit Apsangi

        I could not see any closed SR as of now. I believe we can not close SR manually. it has to be closed using background process. Is there any option to close SR manually?

    • Reghu

      No there isn't any option to manally close. It's driven through the profile option  only. You can change the profile option value to 1.  And test it tomorrow and let me know. Lets c what more can be done

    • Reghu

      yes

       

      • Rohit Apsangi

        Hi Reghu,

        Is there any possibility to change status when SR status is Resolved ? Meaning if current status - Resolved and customer replies to SR then change the status from Resolved to In Progress

        ~ Rohit

    • Reghu

      The IB email processing doesn't have control over the Status field.  We will have to do some custom code to update the SR status after a response is received

      • Rohit Apsangi

        Hi Reghu,

        I have written one workflow on condition when ever ThreadLastUpdateDate is updated, but workflow is not getting triggered. Along with this I have also tried to write workflow when SR Last update Date is changed. But still workflow is not working.

         

        ~ Rohit

    • Reghu

      Whenever a new mail is sent for Same SR, the message will definitely get created. So write a trigger or WF on Message  creation and do the trick there, should work

    • Reghu

      By the way you haven't confirmed what happened to our check ..  What will happen when email is sent on closed SR? Did you test it?

      • Rohit Apsangi

        I did not changed any configurations that affects mainline, will test this sometime later. But after writing workflows on messages or inbound message I am not able to set required fields. I have also tried after create triggers but they will not trigger for email channel (inbound messages)

    • Reghu

      Couuld you explain it in detail?  Where are you tryihg to set required fields and what do you expect that WF on message object to do?

      • Rohit Apsangi

        If customer responds to SR which is in resolved status then status of that SR should be changed from Resolved to In progress.

        For this , I have written one workflow on messages , but it is not working

        Also I have tried workflows on inbound messages but its not working.

        • Amanda Zeimet

          Did you ever get this to work? We are trying to implement a similar thing and wondering if you could share any advice. Thanks!

          • Rohit Apsangi

            Hi Amanda,

            You can implement this using a after changes posted to database trigger in messages object. This object is present under the child objects of SR.

            Please find the below logic :

            if(message is coming from Inbound message and email channel and current SR status is Resolved)

            {

            // use setAttribute to change the Status.

            Please note that you have to publish the sandbox in order to test this solution. 

             

            Regards,

            Rohit