on 09-07-2018 6:11 AM
Hi,
I would like to know if it's possible to remove the value assigned in the Agent field, once a completed ticket has been re-opened after the customer replies to the email thread sent from SAP C4C.
We want to remove the value in 'Assigned to' (Agent field) once a completed ticket has been re-opened, so the ticket will be returned to the teams queue and not on the specific agents queue.
Hi Nabil,
By standard, this is not possible. However for your scenario, you can create a workflow as notification or e-mail to notify manager/who assigns tickets whenever ticket is reopened. You can also try for custom solution to remove Assigned To/Processor of the ticket.
Regards,
Sandeep
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Hi Nabil,
I created a workflow rule:
business object: ticket
timing: on every save
conditions: status (before object change) "completed", and customer update equal to "yes"
rule type: field update
field: Agent ID --> (blank)
Maybe this helps.
BR,
Liivi
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Hi Sandeep,
Thanks for the feedback. I will look into your advise with regards to re-opened tickets.
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