Hi everyone! We've been asked to find a solution to send automatic "chaser" emails to case assignees when cases are in suspended state. We're thinking that our customers are trying to find a system solution to a process related issue. It's our impression that our Shared Services Team may be placing cases in Suspended State far too frequently. I'd like to provide guidance for Standard Operating Procedures that state "these are the only times to place cases in suspended state". I'm thinking that placing cases in suspended state should be the exception and not the rule, but please let me know if anyone disagrees.
Can anyone provide me with guidance or best practices for when you would place a case in Suspended state? Thank you, in advance, for your feedback and expertise!!!
