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sm 9.32 PD inbound email integration

Advisor

sm 9.32 PD inbound email integration

Gurus,

 

i am facing a problem with the inbound email as the ticket is opened dimmed (read only).

 

i am using the smin event to process the emails through connect it 9.52.

 

the scenario used to open with status open idle which is not available in PD so i pre set the status to categorize and the current.phase to categorization but still the interaction is dimmed when it is opened.

 

any clues?

 

Thanks a lot,

OMAR.

4 REPLIES
Advisor

Re: sm 9.32 PD inbound email integration

[ Edited ]

screenshot attached.

Honored Contributor Honored Contributor

Re: sm 9.32 PD inbound email integration

Hi Omar,

PD works with security rights and roles, kindly check profiles with proper rights, you should have update rights as Always.
Honored Contributor Honored Contributor

Re: sm 9.32 PD inbound email integration

Make sure your creation event is populating:

active=true

category 

current.phase

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Advisor

Re: sm 9.32 PD inbound email integration

Hi John,

 

Are you able to tell me where to change it?

 

Thanks