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    Contact Reply after the MYQ_REOPEN_DEADLINE and Routing to...
    Topic posted January 5, 2018 by Todd Bronze Medal: 1,250+ Points 
    79 Views, 1 Comment
    Contact Reply after the MYQ_REOPEN_DEADLINE and Routing to Queue

    We are using Products/Categories and Dispositions and have routing rules setup to send incidents to proper queue.  We have the MYQ_REOPEN_DEADLINE set to 5 days so when they reply after it creates a new incident referencing the old Ref# as a private note.  The question is when they reply on the 6th day and creates a new incident it doesn't have a Product or Category populated and thus not getting routed to correct queue.  Is there a way to route back to the same queue as the Solved incident that is being replied to? Or possibly set the Product and Category of the original solved incident?

    Thanks for the help.



    • Suresh Thirukoti

      Todd - We too had this request from customers so we have done via .NET AddIn route....If you are development inclined I can suggest you the below...

      - Read the Private note and parse it to retrieve the older Reference Number

      - Query the Database and get the product, categories set for it

      - Store the values and set it to the current Incident

      If any of forum experts have alternative ideas, they can pitch in here