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Former Member
Jul 30, 2013 at 04:01 AM

automatic categorization of service request in ERMS

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Hello All,

We have a scenario where system create the service request from the incoming email and 4th level of category to be updated automatically. Now we were able to create service request from incoming email.

we have created categorization schema in the UI and we have linked the service request transaction type to the categorization schema.

Based on the keyword search in the email , system has to update the category 4 whiile creating the service request. (Eg...if the email content or subject contains billing ...then the category 4 in the service request to be updated with Billing ...Billing we already defined in the categorization schema definition)

Is this possible in the standard.

Regards,

Kumar