Cook book on cic winclient 5.0

Hi,
Can any body send me a cook book on CIC winclient 5.0 to [email protected]
Thanks in advance,
Ramakrishna.R

Hello Mohit,
Yes, as I mentioned above in my first response, these two default actions will route the customer's response email to whichever agent is currently assigned to the ticket or case (where the ticket or case tracking ID was inserted by the agent or system into a reply email that was sent in response to a customer's original email). In addition the customer's response email will be linked/threaded to the existing email thread of all emails linked to the ticket or case. But if you really want the email to be routed to the agent who first responded to the initial customer email (rather than to the agent who currently owns the case to which all the emails are linked) then you would need to copy the standard action and modify it. However, my recommendation would be to modify your business processes to take advantage of the SAP recommneded best practice and default action -- unless you really have a unique business process where it makes sense to send the customer's email back to whoeve first responded rather than to whoever is working on the issue now.
Best regards,
John

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