Close existing request via email
As I understand it emailing in a request with a rule to an existing call can't change a request status to 'closed', as it involves processing the inbuilt business rule to append to an existing call.
The inbuilt rule to append to a call works in a different way from what I can see as it creates a new call then merges it in with the existing call as a conversation.
I'd like to be able to close a call via email with something as simple as "CLOSE REQUEST ##xxxxx##" in the subject line.
This would execute the rule to include the request as part of call ##xxxxx##, and THEN change the 'status' to closed as well.
This would enable closing calls from a mobile device without the overhead of loading the web client, and also provide a quicker way for a technician to close a call.
The inbuilt rule to append to a call works in a different way from what I can see as it creates a new call then merges it in with the existing call as a conversation.
I'd like to be able to close a call via email with something as simple as "CLOSE REQUEST ##xxxxx##" in the subject line.
This would execute the rule to include the request as part of call ##xxxxx##, and THEN change the 'status' to closed as well.
This would enable closing calls from a mobile device without the overhead of loading the web client, and also provide a quicker way for a technician to close a call.