7oaks
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Enhancement Requests
Posts posted by 7oaks
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On 5/22/2020 at 8:42 AM, 7oaks said:
@Deen - This is what we have reverted back to.
This has been resolved by changing the Mailbox name to HornbillMailbox - thank you Yodit
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The ones i have sent are to an IT test customer from me as the Analyst, they worked before we moved back to using the Hornbill mailbox instead of our own but that may just be a coincidence
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I can send manual updates using the email icon option but not automatic ones to the Customer. They have confirmed they are investigating but cannot replicate the outcome yet.
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Any luck with this @Deenand @Yodit I am at a loss at to where else i can look for this to resolve the issue. This is when the Analyst updates the call and sends an email to the Customer. No updates are appearing in the mailbox Sent items since we moved the mailbox back to Hornbill instead of our own on the 18th May. Calls logged and resolved are working
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Sorry Deen, its when the Analysts update the request and send an email to the customer.
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Oh sorry Deen. Not had my coffee yet.
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Where would i find anything to do with update emails or does it come under something else.
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@Deen - This is what we have reverted back to.
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This has happened since we switched back from using our email domain to yours. Logging and resolving emails is working just not the updates.
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Deen, there are no 'Email To' entries in the Timeline but there are the Request logged and my Update entries to go to the Customer in there (also Request set to new by BPM and Request assigned to Team by BPM) . The email was received by the Customer when the call was logged and is in the Sent Items but the Update isn't. If i do a Filter for emails only, nothing appears but i know the initial email was sent and received.
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When i update test calls, the emails are no longer getting through to the customers. When i check the emails within the call they just show the standard templates that i would expect to be sent but not what was actually sent. Where should i check as i cannot see anything in the BPM for Update emails. Thank you
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James this worked a treat thank you. I must have removed it by mistake when updating the variable.
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Sorry, typo - this is what i have from the Variables drop down list {{.H_fk_team_name}}
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Thank you Armando i'll do that now and let you know
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Templates using the Team variable {{Team.H_name}} when logging Requests has stopped working and there is a new variable in the list called {{.H_fk-team_name}} but i cannot get this to show the Team name in emails to the Customers. Any suggestions?
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Thanks very much James, much appreciated
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I have amended the Regional Settings from US to the UK format we prefer and there is no option to save it. Is this an overnight operation or should i be amending elsewhere? I have refreshed both this page and the Requests list page to no avail.
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Thank you both, I shall investigate further.
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Is it possible to create Scheduled Calls in Service Manager. Our Facilities Management team have about 50 created within Supportworks and would like these moved across to Service Manager before we Go Live. These are daily, weekly and monthly actions that must be done and will be reported on to our Senior Management Team. Thanks
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Excellent thanks Martyn, much appreciated.
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Thanks Martyn. If i was putting in multiple email addresses to exclude from logging automatically, are they divided by and?
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Could someone advise what the syntax is for Rule Expressions In System\Email\Routing Rules. Thank you
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Sorry misread your reply. Thanks
Request Description
in Service Manager
Posted
When i look at a request in my list, the first thing i'd like to read is the full description. Is there a way to make this stand out more i.e. as the first update on the Timeline or down the right hand side under Information. It would save time in the long run. Thank you