Configure the Properties tab to specify CRM behavior in the following areas:
To configure CRM Properties:
|CRM Properties Option||Description|
|Closed case - automatic re-opening time-limit||Select the time interval that a closed case automatically reopens within a specified time limit. Specify one of the three possible values:|
Note: When you change a parameter's value, it takes effect immediately.
|Automatically assign re-opened cases to next agent handling the case||If enabled, assigns reopened cases to the next receiving agent automatically. Reopened cases normally retain their previous agent assignment.|
If disabled, assigns reopened cases to the agent who handled the case previously.
|Display cases and follow-ups using HTML when available||If enabled, supports HTML formatting during the following tasks:|
|Disable file open on clicking attachment||If selected, the email attachment sent by the CRM customers cannot be opened from within Agent Console. Agents can still save the attachment, but are prevented from opening the insecure attachments.|
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