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Inbound Emails stuck on status : In Process

Hello

We handle inbound email using the Agent Inbox in CRM 5.0. Agents click the Interact button and go on to confirm the customer and create a service ticket.

I am stuck with a handful of incorrectly processed emails in the Agent Inbox with the status : In Process. I am unable to press the Interact button on these emails or change their status any other way I can think of.

Does anyone know how to push these work flow item sto a Completed status. Are these items locked somewhere where I can affect them?

I don't want to delete them but i don't know what is driving their status.

Thank you for any help you can provide.

Derek

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replied

Hi Derek,

I think you can complete e-mails in SWIA transaction. Normally emails items corresponds to TS00207914 workflow task, so you can filter from there the result list.

In the result list, try to select one of those e-mails and click on 'Execute without Check' button. It should complete them.

You said that the users hit the interact button, confirm the customer and create the service ticket. If you end that interaction by clicking in the end button, doesn't the emails status changed to 'complete' status?

Kind regards,

Bruno

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