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Former Member
Jul 13, 2009 at 10:18 AM

Email routing with valid service ticket tracking text


Hi Experts,

I am currently configuring ERMS (CRM 2007, WEB UI). When an email is sent with a valid service ticket tracking text, we can use the rule modeler standard action to route the email to the Service Ticket Responsible. In this case does the u201CResponsible Groupu201D also get populated for the email in Agent Inbox (based on the Service ticket Responsible Group)?

Right now this functionality is not working in my system, thatu2019s the reason I want to confirm if this is ever possible.



Edited by: Ronit Agarwal on Jul 13, 2009 12:51 PM

Edited by: Ronit Agarwal on Jul 14, 2009 5:26 AM