I am on the New York upgrade where it has the new business rule that if the 'Caller' responds to an Incident that is in the 'On Hold - Awaiting Caller' state it sets the state back to 'In Progress'.
This will work if the caller sends the response via our companies email. Users also have the ability to email from the alternate email (gmail, yahoo, icloud) and it is recognizing the user when the submit the Incident (does not post as Guest). But once they respond via alternate email it automatically post their response as 'Guest' in the activity field. This does not match with the business rule, therefore it doesn't think the caller has responded so it will never change back to 'In Progress'.
I am at a loss, and cannot seem to figure out why it keeps posting as Guest since the callers have the alternate email in their profile correctly.
I also don't know if I should be editing the inbound action or the business rule, any thoughts?
TIA,
Jackie
