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EMail work item forward - priority to change


I receive my email work item in the Inbox with a high priority - this is correct.

I display the email and find that it has been sent to the wrong dept and I need to forward it to another org unit.

I choose forward to in the dropdown below the inbox results and select the relevent org unit. This works....

However...... the business require that the priority changes to medium and appears in the other agents inbox as transferred status and medium priority.

Can anyone help me here as standard forward to retains the original workflow priority.



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  • Posted on Jan 09, 2014 at 08:50 PM

    Hi Padraig,

    There is no standard way to fullfil your requirement. The steps are:

    1. You have to create a class as child class from CL_CRM_AUI_ONEORDER.

    2. Redefine and add your logic about priority in FORWARD method

    3. Add this Z class in Customer Relationship Management->Interaction Center WebClient->Agent Inbox->Basic Settings for Item Types->Assign Implementation Classes

    And witn this you have performed your requierements.

    Best regards

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