Marked done email inbound Interaction move to queue

Genesys Cloud WFM
1

Hello,

Can we move the marked done inbound email interaction to the queue?

2

Which queue? If it is done then is marked as terminated…so no further action.
Why would you still would like to have further processing?

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3

Unfortunately developer accepted the production emails and marked as done. So we are trying to move back to queue

4

Ahhh I see
Yes it is possible, search the interactions he has done via his My History and move them to the inbound queue again.

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5

yeah we tried it but in the strtergy is not handled, so it status is wb_Global error. Is there any other way to handle in the stratergy

6

if you are using IRD try to use “find interaction” block and put a condition like
id = ‘’

and then save the result in a variable and use it in target block

7

Marked done (terminated) interactions are not in the Interaction Server db anymore. So you can’t move it. You have to resubmit interaction to Interaction Server. You can try to use EmailServer to resubmit emails. Direct modifications of UCS db are needed. Please be careful. Start with some test environment.

UPDATE [dbo].[Interaction]
   SET [Status] = 1
      ,[CreatorAppId] = <dbid of ESJ app>
      ,[EndDate] = NULL
      ,[StoppedReason] = NULL
      ,[queuename] = <name of the queue>
 WHERE ...

Email Server will find interactions with status=1 and submit as new emails.