Hello
We have the scenario where , system should create service request for the incoming email . Service request category has to be automatically updated after creation. We also have categorization profile in place.
How to link the categorization profile in to the rule policy (rule policy for creation of service request from the incoming email)
We want the system to execute the actions in below format from a rule policy :
> Create service request for the incoming email
> Update the category in the service request created from first step (only one level of categorization)
> send auto acknowledgement for the incoming email with the service request number that is generated
Please let us know the process to configure this scenario.
Regards ,
Kumar