Ok so here's a simple requirement.... A customer has a spam filter in front of their email and has rules set up within the SD email processing to filter out additional unwanted emails. However junk emails do still get through and they want a simple way of dealing with these and removing them from the call statistics. The obvious way is to mark them as junk in some appropriate way.. However rather than go through a complex resolution/close process they want those marked as junk to be automatically closed by the system...
Aha I hear you say - create a rule, use the send the workflow, and create a workflow that will do the close process... Yep nice idea... However I suspect there is more to closing an incident that just changing its status to closed - there's probably additional stuff you need to do like close processes, clear up and amend other data....
Can anyone advise what should be in the workflow to achieve this with minimal effort?
Thanks
Steve