Split message

Audience:
person
• 3 minutes to read
 • 3 minutes to read

If a message contains two issues that should be handled separately, you can split the message in two and create a new request with one of the messages. This can be relevant if a message contains both a technical question and an invoice question, because these two issues are handled by two different departments.

  1. Open the request.

  2. In the Messages tab, click the icon Task button next to the message you want to split.

  3. In the Split message screen in the Title field, enter a descriptive name for the new request.

  4. In the Category field, select a category.

  5. In the Owner list box, choose one of the following:

    • To assign the request to a specific person, select the name you require.
    • (Automatically assigned): If selected, the system assigns the request in accordance with the applicable assignment rules.
    • (Unassigned): You can also choose not to assign the request. The members of the relevant category then become responsible for dealing with the request.

  6. In the Priority list box, you can choose between Low, Medium and High, or you can make the system assign the priority automatically. This can be done, for example, on the basis of escalation levels set for different customers.

  7. In the Access level list box, select one of the following options:

    • External: Select this option if the customer is to have access to the request via a customer centre.
    • Internal: Select this option if the customer is not to have access to the request.

  8. In the Status list box, choose one of the following:

    • Open: Select this option if the request is in progress.
    • Closed: Select this option if the request is completed.
    • Postponed: To postpone handling of this request, select this option and specify a date in the date field to the right. On this date, the request is set back to Open.

  9. (if relevant) Under Choose the attachments to move to the new request select the attachment(s) that should be moved to the new request. The attachments will be deleted from the existing request.

  10. Go to the Messages tab, and edit the message texts for the existing and new requests.

  11. Click OK. The message is split and the new request opens.

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