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Jul 02, 2010 at 04:05 PM

Help needed in routing replied email to SR Responsible in Interaction Cent

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Hi Friends,

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.

AH_ROUTE_SR_RESP

AH_ROUTE_TO_RESP

AH_DEF_ROUTING

AH_ROUTE_TO_ORG

AH_ROUTE

AH_SRV_REQ_RT_GP

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.

Thanks,

Udaya