C4C Service Ticket Customer updated field Read only

[chadjem]

Hi All,

Does anyone know how the customer update field can be editable?

When we receive an email from the customr the flag is set for true. We want to be able to clear the flag once we have reviewed the ticket, however it seems to only update once we send an email back out.

I've checked in workflows and the fiels is not available through a field update WF and I'm unable to remove the READ ONLY tick when going into adpation mode.

Thoughts?

Thanks

Chad

[tamitdassharma · Accepted solution]

Hello chadjem,

In a standard flow customer updated flag is to notify an agent when an email is received from customer, i.e. flag is set to true and when an agent replies to the customer, the flag is cleared. Hence, there is no alteration that can be done via standard modification.

However, if you want to alter the flag, you can achieve by two ways.

1. Write a PDI logic in the cloud SDK. Create a action on the ticket which would say - suppose (review done) and in this you put the logic to clear the flag.

2. Using KUT. Create a KUT field which should and use workflows to update it.

Hope I was able to clarify your question.