Hi Lars,
Thanks for sharing your approach to this issue.
We are routing emails linked to a request by a tracking ID to the service request responsible (IC agent)( if assigned to the request ).
What we also want to add to this is that the Email is set to status "In Process" when routed to service request responsible (IC agent).
Any ideas on this ? We are trying to add a action to the ERMS repository but we don't know how to do it and if it is the rigth approach.
Thanks and best Regards,
João Gaifém