In our basic process, for all Customer Support Orders, we use Self Assign. That is the first action our employees have to do when opening an order from the queue. If teir all already avtivities in the order, we get the message:
But we never reassign previous activities. We always have to click NO
Is it possible to not ask that question and continue without reassign by default ?
Hi Piet,
The is not a setting to default assigning the OPEN customer support order to the agent nor avoid this question when opening a record that has already been created and is still status OPEN.
I do see there is an option to self-assign by default when creating the customer support order in the Prompts (Cust. Support) module but this is when the agent is creating the order itself, not when the order is already generated.
Looks like this would be a change request as this is standard functionality used to assist customers who may have several activities on the order not yet completed.
Enter your E-mail address. We'll send you an e-mail with instructions to reset your password.