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Create service calls in SD 4.5 which are solved and closed at once

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R Hansen
Frequent Contributor.

Create service calls in SD 4.5 which are solved and closed at once

Hello out there,

Just now we are running SD 4.5. I want to hear you if it is possible to create service calls which are allready closed and sovled a once using generated e-mails?

Now our cusomers are sending an e-mail to our Servicedesk and our Servicedesk is creating a service call and our customer receives a service call number.

This time we need to close a service call at once (and we don´t want to close the service call manually) because the request for service is already solved.

Looking forward to hear from you
R Hansen
3 REPLIES
The Pike
Acclaimed Contributor.

Re: Create service calls in SD 4.5 which are solved and closed at once

Use a DB Rule to change the status of the Service Call to close and fill out any required fields automatically. The thinking part is defining the triggering event.

Hope this helps.
Points are welcome.

The Pike
R Hansen
Frequent Contributor.

Re: Create service calls in SD 4.5 which are solved and closed at once

I will try to use the DB rules and think about which triggers I can use in my case.

Thanx for your respons.
Ken Briscoe
Acclaimed Contributor.

Re: Create service calls in SD 4.5 which are solved and closed at once

Why not just create a different Service Call template with the Status, Actual Finish (0 offsett) etc already entered. Then the OVSD users just selects that template instead of the default.
My email is kenilian@bigpond.com.au