Show when a work item was created from Unhandled Emails
J
Jyothi VD
Problem Statement:
When an agent creates a Ticket or Case from the Unhandled Emails page, Enate records its Started By Method as "By Email". That's the same value used when email routing creates a work item automatically.
Started By User is also left blank, even though an agent chose the Customer, Contract and Service and created the work item. Once the email is marked Processed, nothing on the work item or the email shows that it passed through Unhandled Emails.
As a result, customers can't:
report how many work items were created from Unhandled Emails over a period
audit those decisions after the fact, including who made them
review risk when an unhandled email is routed to the wrong place
Proposed change
* Add a Started By Method value such as "From Unhandled Email", or add a separate flag on the work item.
* Record the agent who created the work item in Started By User, along with the date and time.
* Make both available as columns and filters in Advanced Search and reporting, so customers can pull this data themselves.
Kamal Saran
Hiya Jyothi VD — thanks for raising this, and for the really clear breakdown of the reporting/audit impact. This is helpful context. We’ll have the team take a look at options around distinguishing items created via Unhandled Emails (e.g., a separate Started By Method/flag) and capturing the creating agent/date-time so it can be surfaced in Advanced Search and reporting, and we’ll come back to you once we’ve reviewed it.