Customer Updating a Case does not update or reopen a case in CXM

[milli07]

Requirement: Respond from review

User story: As a hub manager or customer advisor, I want to respond to email and contact form queries from the review tab in CXM so that it is easier and quicker to respond to customers.
Acceptance criteria: hub managers and advisors are able to respond to customer queries from review within CXM

All emails out go through “updateus”; any response to any that go out through that (acknowledge, request for further info, etc) should link back automatically (as the email still contains the case reference) so should either attach to the open case or reopen it if its closed….

At least, it SHOULD…. It doesn’t appear to on the new setup yet though! Need to add that onto Github as an issue

[KevinWhite]

@MeganCrowthers This reads like two separate requests.

Firstly to reopen a case that's responded to via email Customer Updating a Case does not update or reopen a case and a second request to allow a CIO to respond to a customer from within CXM As a hub manager or customer advisor, I want to respond to email and contact form queries from the review tab in CXM

Can we have them as two separate requests please, as they need to be worked on separately?

[KevinWhite]

Case is being updated at both WNC & NNC from customer or staff responses (as per above), issue with transition to reopen case is still valid though.

[KevinWhite]

NNC Resolved in UAT fix applied and works, have advised NNC team to update live accordingly. Just a config change needed in CXM.

[KevinWhite]

WNC Resolved in UAT as well, have advised WNC team to update live accordingly.