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author's profile photo Former Member
Former Member

Alert on new arrival of e-mail


In the inbound email scenario the mail sent by the customer for the first time is visible in the agent inbox. What about the subsequent mails replied by the customer with the service tracking id. As ERMS links all those emails to the service ticket. And how will the agent know that the customer has replied ? Is there any way to alert the agent on the new e-mail arrivals?


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  • author's profile photo Former Member
    Former Member
    Posted on Apr 21, 2013 at 03:54 PM

    I have a similiar requirement too. If you got any solution to this, could you please share it. Thanks.

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    • Former Member Former Member

      This isssue has been resolved. There was no need to enhance the BADI as the search is purely dependent on three factors. a) Assignment to the ORG unit in the Rule modeler b) Agent user Id should be assigned to the relevant org unit c) The agents who need to view the emails in the inbox queue should be assigned in this workflow transaction CRM_ERMS_WF_CUST. Otherwise they will not be able to view the incoming emails in the interaction center inbox.

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