Currently we have a requirement where in we insert the tracking ID of service request in the email that is sent to the customer. On reply to this email, it should automatically get assigned to the agent who is responsible employee in the service request. We tried uing the following services but not able to achievie the functionality. I have kept the break point in the service class and the debugging control is not coming to the class.
We added the above services to the service manager profile and assigned the service mgr profile to the test address.
We tried simulating sending the email from business workplace and tried to check the control coming to the service class with the help of session break point. Not sure what is missing in our configuration.
Any pointers on this would be of great help.