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The information requested is just held in a note. I have a field on the object that holds the requested information and then includes it in the email to the customer. It can then be used in the waiting for customer reminder. This process then replaces the ootb create note and send generic email.
This is all controlled by a triggered action on the Incident object called StopEscalationClock
For Service Request the process is the same the trigger is called Add notes when Service Req is waiting for customer.
Same here :-)
I followed Issue and Resolution #12519 to achieve this behavior. I'm struggling to get the email added to activity history. I'm using both direct and rollup relationships. It would appear there needs to be a new rollup chain added, but I'm not sure how that chain should be configured. Any suggestions?