Subject: WITV: Closing Cases
From: Akhil P Walia <[email-masked]>
To: samir kumar <[email-masked]>, krishna tiwari <[email-masked]>, Roshan chetri <[email-masked]>, Danish Afzal <[email-masked]>, Rajeev kandpal <[email-masked]>, Nella Jemino <[email-masked]>, Jade Cuizon <[email-masked]>, Claire Ledesma <[email-masked]>, Anshul Pannu <[email-masked]>, "Amar Kumar. Chaudhary" <[email-masked]>, Josephine Saligumba <[email-masked]>, Narry Bhatia <[email-masked]>, Mahendra Kumar <[email-masked]>
Cc: Ashok katoch <[email-masked]>, Subir Bikas Chakma <[email-masked]>, Ankit Tandon <[email-masked]>, Tushar Raina <[email-masked]>, Abegail Ortega <[email-masked]>, gee <[email-masked]>, nyle <[email-masked]>
Date: Sat, 8 Sep 2012 22:03:35 +0530 (IST)

Dear All, 

Going forward.. 

For CS Cases & Tech Cases: Close Cases after reply to customer instead of keeping it "Waiting for Customer". 

For Billing Cases, this is an exception and Billing agent can decide the duration to keep the case open or to close it, usually shud be in 'waiting for customer' for 48 hrs. 

For Sales Cases, if customer is likely to reply. Keep the case in "Waiting for Customer" else close it. 

The logic is not to keep the cases "Open" unnecessarily. If customer would reply, the case will "Re-Open" itself in the same queue. 

Please make sure above is followed-up immediately. 

-- 
Regards , 
a kh ! L