Status change, Service Request

[Former Member]

Hello experts,

We have a scenario were agent often change status to complete on Service Request to early. Sometimes customers sends a reply mail with additional information. Therefore, Is it possible to have the Service Request status change back to In process from Complete if customers send email related to a completed Service Request?

Regards,

Bendik

[Former Member · Accepted solution]

Hi Bendik

Firstly the Status Profile attached to the Service Request must be configured to permit the lowering of the status value from Completed to In Progress.

Then, I'm not 100% sure if a Rule Action exists to change the Status. If not it is still possible to create a custom rule action to make this possible.

Therefore, the short answer to your question is Yes.

Regards

Arden