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Last Post 01/02/2013 10:10 PM by  Itro
Email Manager workflow enhancements and requests
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Rod Weir
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11/06/2012 9:59 PM

    Received via tech support recently....

    Would you have recommendations regarding the following:

    • Keeping a closed ticket in the status closed. We have an issue that the ticket is reopening when the customer replies with the ticket number. I created a profile that would close a ticket when a keyword is entered. However, when the customer replies to the email, the event I see is "the action template would close the job when it is already closed"
       
    • Also, would there be a way to truncate the contents of emails? We are trying to use keywords to scan the email. But what we have observed is that it scans the whole body for the keywords. Would you be able to provide the flow in case two or more keywords are present in the body? What will Help Master do in such cases? This is the reason I was thinking of truncating starting from the second latest email sent/received.

    As for the progress notes, would it be possible to

    • Restrict staff members from entering a progress note that does not have any content (spaces, etc.)

     

     

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    Itro
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    01/02/2013 10:10 PM

    I like the idea of a setting to prevent email manager from adding to closed tickets.  I'm not sure if I would like it to be an applicaton scope setting or a profile scope setting.

    If a ticket is closed I'd like to be able to prevent helpmaster email manager from processing further emails for it unless we manually re-open it.

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