You're almost there! Please answer a few more questions for access to the Applications content. Complete registration
Interested in joining? Complete your registration by providing Areas of Interest here. Register

Inbound Email - SR Creation Process

Received Response
33
Views
1
Comments
edited Feb 14, 2019 11:09AM in B2B Service 1 comment

Content

Hi,

When the customer respond the auto response / agent response mail, it picked the existing SR when customer has SR number in the email body like below.

{##SR0000004117##}

When customer removes the above line from the outgoing email, it creates the new SR. Is it expected functionality? Is there any way to overcome this?

Thanks,

Mohan

 

Version

18C

Howdy, Stranger!

Log In

To view full details, sign in.

Register

Don't have an account? Click here to get started!