Dear All,
We have ERMS rule policy configured in your system.´
We are now routing incoming emails to the service request responsible or to organizational unit if there is no service request responsible.
This is based on the tracking ID of the email.
We want to set automatically the email to "In process" on the agent inbox or email workbench if the email is set to a service request responsible.
Is this possible to do by customizing or only by development?
Thanks in advance and Best Regards