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What special cases needs considerations when forwarding a message to PS?

What special cases needs considerations when forwarding a message to PS?

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Asked by Chico, Last updated: Nov 09, 2024

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chico4

chico

chico4
Chico

Answered Nov 09, 2017

MPT is high
Message is with Very High priority
Message is an escalation

Message should be forward to PS in the following cases: Message just opened on IMS queue by mistake. Not enough processing was done by PS (missing template, poor processing). Message forwarded to us from different PS\IMS\DEV component and it was not in our PS.   All of the above is true if and only if: the MPT is not high && it is not a VH && it is not an escalation. In the above cases an additional thought need to be take in place. any way when forwarding the message back to PS an extra actions need to be done: consider to give an EP Monitor hint (if you are not the component owner notify the owners). change to relevant component if it is needed.
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