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Creating a Service Request from an eMail Response

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If an agent decides that an inbound eMail Response message is a service request, the agent can use the following procedure to create a service request record that is automatically populated with information from the email message. When this has been done, additional email interactions in the same email thread are also tracked as being associated with the service request.

To create a service request from an eMail Response message

Navigate to the Communications screen, and from the Show drop-down list, select My Communications.
In the Communications list, select the email for which you want to create a service request.
In the Pick Service Request dialog box, click New to display a Pick Service Request form populated with data from the email message.
In the Owner Group field, click the select button to display the Pick Service Group dialog box.
Select a group and click OK to return to the Pick Service Request form.
Click Save to return to the Pick Service Request dialog box.
Click OK to create the service request and return to the main window.

The following procedure describes how to associate an outbound reply with a service request, if no service request association has been inherited from the original the inbound message.

To associate a service request with a reply

Follow Step 1 through Step 8 of To reply to an inbound eMail Response message.
In the Outgoing Messages form, click the select button in the in the SR # field.
In the Pick Service Request dialog box, use one of the following methods to associate the reply with a service request
To associate the reply with an existing service request, select the service request you want to associate with the email message, and then click OK.
To associate the reply with a new service request, click New to display a Pick Service Request form, optionally complete the Owner Group field, click Save, and then click OK.
When you are ready to send the message, click Send.

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