As per the current system, we have enabled tracking by inserting an attribute in the email sent via Problem Record or Service Request, via which the Problem Record number and Service Request number is tracked.
Email routing rule is maintained to route the reply e-mail directly to the person responsible.
But we find that when someone replies to old Problem Record or Service Request, for a recurring problem, the email is going to the old queue. We do not want this to happen.
Thus, we need to modify the routing rules, so that based on the status, the system must not route emails to closed Problem record or Service Requests.
Can some body explain on how to go about this in IC Manager Business Role?