ird email parent id

General Discussion
1

Hello,
I would like to know if it’s possible to get via IRD the parent id or any other attribute of a response of an email previously handled, the idea is to tight the history of the thread of this email to our agent application.

thanks.

2

That is automatically done by URS/IXN/UCS. In that way agent can see on GAD/IWS the customer history and follow up the current communication

2 Likes
3

You can also do a UCS query if you want to return the interaction to the same agent that handled it previously. Not quite sure exactly what your question is.

1 Like
4

could you please give me some examples on how to query from ird the UCS and compare for example the parent ID?

5

i think you can use dbtool to query ucs db

6

The easiest way to query the UCS database directly is via a stored procedure. That way you don’t have to bother with field, formats and table access objects.

You can call stored procedures via the Database Wizard object in IRD.