Automatic escalation

  • Thread starter Thread starter Laura
  • Start date Start date
L

Laura

I am trying to create a macro that will automatically escalate emails
after 48 hours with no reply. I can't quite figure out how do track
both the "no reply" and the expiry time. To complicate things, the
escalation email addresses are stored in an excel file, so I am not
sure on whether to automate from Outlook or Excel. Help! Please!!

Thanks!

Laura
 
Am 17 Oct 2006 14:27:08 -0700 schrieb Laura:

So far without having a macro, what do you with an e-mail that got a reply
or how do you recognize the ones with no replies?
 
So far its a manual process. We watch for replies and if they don't
come in, we forward the message to the next person in line (routing
won't work for this situation). If we get a reply, we send an email
stating that the issue has been "closed". We are only in testing right
now with 2 stores, so it's not very time consuming. But when we roll
out to all the stores, it will be difficult without the automation. Any
suggestions?

Thanks!
 
Am 18 Oct 2006 06:42:48 -0700 schrieb Laura:

Now it sounds like you are in an Exchange environment. If so, an Event Sink
running on the Server would be the best solution, but there´s no way to
build that with VBA. You could create some VBA code for the client side but
that works only if Outlook runs, so that´s no reliable 24/7 solution.

Basically you need to watch for incoming e-mails, maybe sent to a specific
address. Then you need to determine by what properties it could be compared
with sent e-mails: That could be the subject, maybe there´s a unique keyword
in it.

I´d add an UserProperty to all sent items. The initial value could be 0 for
no reply (and later 1 for replied).

Then your code must check once per hour (or just once per day) all the sent
items: You can use the Restrict function to get those items sent 48 hours or
more ago (SentOn property) and with a flag value of 0.

If that´s done reading the escalation addresses from any Excel file will be
a very easy job for you :-)
 
Back
Top