Best Practices: RITM without a Task
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
01-20-2015 03:50 PM
What is the Best Practice around RITMs and Tasks? There are situations where it would be easier for one of our groups (3 agents) to just work from the RITM and not have a task. We don't need approvals and one person works on the RITM at a time. What is the best approach?
Thank you.
Therese
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
02-23-2015 02:32 PM
Angela the easy solution of that is to copy anything put in the additional comments of a task to it's parent item's additional comments.. this should trigger an email tot he customer...
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
02-23-2015 02:37 PM
I do have the copying of comments from RITM to task and task to RITM working but I don't think I always have an email being sent. The problem we are having more or less is when a customer adds comments to the RITM and then the email getting sent out to the users assigned to the tasks. Unless what you are saying is that I should have all of the comments that are added to the RITM send out emails to all users assigned to any of the tasks.
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
02-23-2015 02:39 PM
put the additional comments from the task into the additional comments on it's parent.. assuming you have a br to send an email on additional comments of the item being updated <and most do> that should trigger an email all by itself.
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
02-23-2015 02:40 PM
obtw.. make sure your rule copying additional comments from the item to the task puts them in the work notes not the additional comments so you don't setup an email loop
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
02-23-2015 02:45 PM
Thank you for your quick responses. The emails from the Task to the RITM are sending out just fine. The problem is when customers add comments to the RITM and then sending an email to the person assigned to the Task. It's our support members that have the issue of being up to date with what the customers are saying in the RITM. And since there can be multiple Tasks to one RITM do you send the comments to all members assigned to a Task?
