Chris Temple

+1 for us too.

Hi @David Hall, Can you confirm when the next update for Service Manager will be released to resolve this issue please? I'd noticed a few posts saying a fix is on the way, but we need to know timescales as we are being contacted by customers that are trying to leave feedback and need to advise them accordingly. NB. I have checked the announcements section as recommended in other posts, but can't find anything there. Thanks, Chris.

+1

Hi @lee mcdermott We set the following settings to "both": guest.app.requests.notification.notificationType.portalUpdate and guest.app.requests.notification.notificationType.emailUpdate You'll see further info on the page David linked. Cheers, Chris.

Thanks @David Hall, much appreciated. I'll keep an eye out for an announcements.

Hi, When a customer updates a request via the portal, the assigned analyst gets an email to advise that the call has been updated. This is great, as it's what we want to happen. However, I have tried updating the AnalystCustomerUpdateNotification email template so that more information is provided, but this has no effect on the email being received by the analyst. I have tried changing some other email templates, in case they were being used, but cannot find the one that applies in this instance. Currently the email being generated reads as follows: "Request ***** which is assigned to you has been updated by the customer. https://live.hornbill.com/******/servicemanager/request/view/********/ Kind Regards" As I cannot find a template that reads as per the example, I have assumed that this type of notification must hard-coded, but wanted to see if anyone can advise otherwise ? Thanks in advance. Regards, Chris.