C4C Service Ticket status updated following inbound email

[chadjem]

Hi All,

When we set a service ticket to completed, and then receive an inbound email, the ticket is reopened.

The issue I am trying to resolve is the user status that the ticket moves too. At the moment, when the ticket is re-opened it is set to an internally created 'Z' status (assignment status is set to Processor Action). Is there anyway to have the ticket automatically go into a different status?

In most cases it is simply customers replying with thanks, however, as it auto updates to a processor action status, the completion date is updated and therefore blows out our SLA reporting.

I have attempted to add an new line to the status schema (with the Assignment status of Requestor Action) which would not affect the SLAs however the ticket goes straight into the status which is set to Processor Action.

Does anyone know of a way that you can configure the ticket to auto-reopen to a assignment status of Requestor Action?

Thanks,

[sandeephebbar]

Hi Chad,

There is no option to configure the ticket reopen status to Requestor action automatically(you can use workflow though). However, Agents can change the status back to Completed(Requestor action) and upon save, the system overrides the SLA.
Please refer https://help.sap.com/viewer/637db7a0d01e47009d9420e9a927c571/1902/en-US/59426e6b4ae24e2f8ae1dcfc9b13... and https://answers.sap.com/questions/12741703/replies-to-closed-ticket-email-reopens-ticket.html?childT... for more details.

Regards,
Sandeep

[aminavloeberghs]

Hi Sandeep,

Are you sure that you can use workflow rules to update to a certain ticket status when re-opening?

We would like the ticket to be updated to a custom status we created in stead of the standard status 'In Process', which is also part of our status scheme, but even with workflow rule this doesn't seem to work. Is this as designed? Or what could be the problem here?

Cfr, below the workflow rule we did set up.

[sandeephebbar]

amina_vloeberghs,

Ideally, this condition should work. Please check if there are any Failed errors in the workflow rule log and also check status "Answer Received" is part of the status schema for the ticket type "MC customer ticket" or "ME Customer ticket". If everything looks correct, you may report an incident to support team to investigate it further.

Regards,

Sandeep