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Former Member
Feb 25, 2011 at 07:30 AM

How to link existing Interaction Record to existing Service Request



can someone please explain me what is the step by step procedure to link existing interaction to the existing service request? I have a situation like this:

A new interaction record is created by ERMS from incoming email. Agent looks inside and finds that the nature of email belongs to the existing service request, but customer deleted the tracking service request ID from the email body.

How they can link it to this existing service request? I know there is a button Link in Agent Inbox Result List area, but don't know how to use it.

Any help is greatly appreciated.