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Former Member
Aug 01, 2016 at 12:49 PM

Rule Policy Based on Status of SR

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Hi All,

In Mail Form under IC Manager role, we have maintained a Mail Form with Attributes for Service Request Tracking ID (Service Request Tracking Text under attribute category "Additional Attributes")

So when outgoing email is sent from IC, the Service Request number gets attached to the email that is being sent out and we are receiving a mail in outlook.

But in the scenario where, after the Service Request is (status) closed or Completed , if the users reply back to the email from outlook (with this SR Tracking Text of a closed SR), we are not receiving any mail in CRM system.


In-sort, when the service request status is open or in process we are able to send the mail from CRM to OUTLOOK and vice-versa but when the status is closed or completed we are not able to send the mail from outlook to CRM system.


Thanks in Advance.


Regards

RR