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Question Regarding linking of Object ID in IC E-mail

Former Member
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Hi Experts,

we are supporting CRM IC where in the agents receives and works on emails, our question is regarding the object ID , we would like to change the object ID and reference to a different E-mail transaction type which we have defined. we want to change this such that the newly defined transaction type would be displayed in the mentioned screenshot. any thoughts on how to achieve this is much appreciated.

Thanks

Aj

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Answers (1)

Answers (1)

Sigrid
Product and Topic Expert
Product and Topic Expert
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Hi Aj,

I am not quite sure if I fully understand your concern.

The screenshot shows an inbound E-Mail in an IC E-Mail editor. This E-Mail is linked to a transaction - seems as it is linked to another E-Mail - an E-Mail activity from One2One Integration?

Does this mean, you want to link the specific inbound E-Mail to another E-Mail activity?

Usually, in the reference dropdownlist box, displayed or created transactions are shown.  Then IC agent can select the one to which the inbound E-Mail should be linked. This function is usally used to link the E-Mail to Service transactions like service requests and not for One2One E-Mails.

Does this help?

Best Regards,
Sigrid

Former Member
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Hi Sigrid,

Thanks for the insight.

As you have rightly explained the part of reference drop down list , which is for linking E-mail to service transactions. That makes total sense.

in our scenario: whenever a E-mail is received, system is automatically creating a transaction in the back end system and we can see the transaction number as object id in the IC E-mail editor.

we would like to know

1) whether it is possible to stop this automatic creation of transaction (we can see the transaction in crmd_order when we give the transaction id as Object ID) and if we can stop this, what are the settings for that.

2) if not for stopping the automatic creation of emails in the back end, lets say we want the transaction type to be a different one , what i mean by this is, we would like to set up a new e-mail transaction type so that all the incoming email would be linked to this E-mail transaction type which we would like to use for reporting purpose, and we want this transaction type description to be displayed in the IC E-mail editor when we open a Email in Web IC.

Thanks,

Aj

Sigrid
Product and Topic Expert
Product and Topic Expert
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Hi Aj,

The automatical creation is done based on your rules defined in the rule policy assigned to your service manager profile.

If you do not want to automatically create transactions for inbound E-Mails you have to rework your rules.

Find out the service manager profile assigned to the E-Mail address, see which rule policy is assigned to service ID RE_RULE_EXEC, go to IC Manager business role and check the rules there. You might also find out somemore information which rule was evaluated to true when checking the E_Mail in the E-Mail workbench of the IC Manager role.

Best Regards,
Sigrid