Skip to Content
author's profile photo Former Member
Former Member

Service confirmation through ERMS


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.


Add a comment
10|10000 characters needed characters exceeded

Related questions

1 Answer

  • Best Answer
    author's profile photo Former Member
    Former Member
    Posted on Sep 20, 2007 at 08:29 AM

    Hi shridhar ,

    Your rule modeler seems to be working fine .


    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


    Add a comment
    10|10000 characters needed characters exceeded

Before answering

You should only submit an answer when you are proposing a solution to the poster's problem. If you want the poster to clarify the question or provide more information, please leave a comment instead, requesting additional details. When answering, please include specifics, such as step-by-step instructions, context for the solution, and links to useful resources. Also, please make sure that you answer complies with our Rules of Engagement.
You must be Logged in to submit an answer.

Up to 10 attachments (including images) can be used with a maximum of 1.0 MB each and 10.5 MB total.