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    Aparajit Malli
    Prevent techmail from updating Incident Status = UpdatedAnswered
    Topic posted October 24, 2019 by Aparajit MalliBronze Medal: 1,250+ Points 
    20 Views, 6 Comments
    Title:
    Prevent techmail from updating Incident Status = Updated
    Summary:
    Prevent techmail from updating Incident Status = Updated
    Content:

    Hi Experts,

               Is there a way we can prevent Techmail from updating the Incident Status = Updated when customer replies to an email sent out by Rightnow (Rule Email). 

    We are driving some business processes based on Incident Status. We have "DO NOT REPLY... " in the Email Template but still customers reply and this disrupts the business process. 

    Version:
    19C

    Best Comment

    Sebastiaan Draaisma

    There is to my knowledge no way of changing the default behavior but there is an alternative solution and that is to create a custom field (menu type) for your status.
    Then you use the custom field in your workspace, reports and message templates and the out of the box status can still be mapped to custom field status types if desired.

    This way the status will not change unless you do this manually or through a rule

    Comment

     

    • Sebastiaan Draaisma

      Yeah, you just create a Business Rule that changes the status

      IF
      Incident.Source equals Techmail
      Incident.Status equals Updated

      THEN
      Set Status to x

    • Aparajit Malli

      Hi Sebastiaan,

                      Here is the problem. 

      1. Incident Status could be any of the values like Pending Payment, Pending Validation etc... which drive business processes. 
      2. Email gets sent out through Rule Email (from Business Rules)
      3. Customer Replies to Email. 
      4. This updates the Incident Status = Updated
      5. The earlier Incident Status is lost. Someone needs to go and manually set it back after looking into the Audit Log. 

      I just to prevent Step 4. 

       

    • Sebastiaan Draaisma

      There is to my knowledge no way of changing the default behavior but there is an alternative solution and that is to create a custom field (menu type) for your status.
      Then you use the custom field in your workspace, reports and message templates and the out of the box status can still be mapped to custom field status types if desired.

      This way the status will not change unless you do this manually or through a rule

    • Aparajit Malli

      OK, I am thinking of completely turning off the Techmail (disable Incoming Messages). 

      We are not using or monitoring incoming messages even for our own customers. Also, Contact creation in our system is very strict.. If anyone who is not our customer emails us, contact should not be created  from incidents. 

       

    • Sebastiaan Draaisma

      Steering traffic to your customer portal is always better as it gives added security and access to FAQ

    • Aparajit Malli

      At this point, there is no FAQ (we are not using another system for Knowledge). 

      We don't have the OOTB account/questions/list enabled.. So, they cannot respond from customer portal. 

      Thanks for your help, Sebastiaan! 

      • Sebastiaan Draaisma

        No problem. Glad I could help.

        Just in case you were not aware of these settings. To allow incoming email without automatic contact creation you will need to disable the following settings:

        • EGW_AUTO_CONT_CREATE
        • EGW_AUTO_CONT_CREATE_MA