Topic by Alex Manetas
Content
One of the most common problems that we are facing in RightNow is that the call center wants to forward the incident to an external, non RightNow user and automatically insert his reply into the incident's thread as private note (non visible to the customer).
The solution includes:
1. The creation of an account (ex. Partner contacts)
2. The creation of several contacts under this account
3. The definition of the following Incident statuses: "Forward to partner", "Forwarded", "Reply from partner"
4. The addition of an extra Contact (partner) field in the Incident entity
5. The creation of a report that displays only the contacts that belong to "Partner contacts" account. This report is used by the additional incident field (see above)
6. The definition of two Rules: "Send Partner Email", "Handle Partner Reply".
7. The definition of two processes: sendEmail, addPrivateNote that are triggered from "Send Partner Email" and "Handle Partner Reply"
The flow is as follows:
1. The agent defines the Partner and changes the incident's status to "Forward to partner", the status can be also changed using workspace rules.
2. The agent saves the incident and the "Send Partner Email" rule triggers the sendEmail process (see code below). The rule checks if the status of the incident is "Forward to partner", if so it triggers the sendEmail and changes the status to "Forwarded".
3. The partner receives an email regarding the incident. The subject of the email is the incident's reference number.
4. The partner replies to the email.
5. Techmail creates a new incident from the incoming email, the subject contains the initial incident's reference number, because of the reply.
6. "Handle Partner Reply" rule checks if the new incident's subject contains a reference number, using regular expression, and if so fires the addPrivateNote process (see code below) and changes initial incident's status to "Reply from partner".
5. addPrivateNote adds the new incident's thread text under the initial incident (as private note) and deletes the new incident.
In order for the system to work you have to define a managed mailbox. The partner gets the email from the managed_mailbox@custhelp.com and replies to this sender in order to activate Techmail's functionality (step 5 above).