Service confirmation through ERMS

[Former Member]

Hi,

Iam trying to trigger a mail to the customer after creating the service ticket in ICWC, classifying and saving. This is similar to service confirmation through action profile. But Iam trying to achieve this through ERMS. I already have setup the rules in the rule modeler under Order context such that if a classification of categories is selected and click on 'escalate' button the responsible group changes in the service ticket as per the conditions and actions in the rule modeler. And also have included an action that an auto acknowledgement be sent to the customer in the service ticket. But this action for triggering mail is not executed where as the responsible group changes as per the rule.

Shridhar

[Former Member · Accepted solution]

Hi shridhar ,

Your rule modeler seems to be working fine .

Pointers

Your mail to customer should be sent when the document is saved in the ICWC , as you have an action profile assigned to this transaction type in the back end.

Check whether the action is working in the online ,if not try scheduling it manually and executing in the dialoge.

This should resolve it

Cheers !

Please reward

Raj

[Former Member · Accepted solution]

Hi Shankar,

Iam able to send the confirmation after the service ticket is created through action profile. But we are looking to send the confirmation through the ERMS mail form.

Shridhar