[Last Customer Request Activity]

Hello,

 

Is it possible to add last customer Request activity within a request to an email template? We have last activity, but that's generally filled with engineer assignments or substatuses etc. Our use case is we have management approvals via auto tasks (click of a button). Sometimes requests are denied pending more information. The customer replies (which is the only info we need) before it's re-sent for approval.

 

This is what we currently use, {{RequestLastActivity.H_content|empty}}.

Many Thanks,

Jim

 

[User Admin - Copy Roles]

+1 for me too.

[Email notification to anybody tagged (@) in case replies/updates]

On 6/10/2022 at 4:31 PM, Steve Giller said:

In-browser notifications might be a good idea here?

I'd always argue that if the analyst is "not monitoring" x, why assume they're monitoring y?

Many remote offices that rely on many different forms of communication, not always related to a request in hornbill. For example, technical teams in our company are unlikely to sit and monitor hornbill when the majority of their communications are via Email, Teams, Slack etc.  I also think it's a good idea to add email notifications as a preference in settings for those tagged.

[Email authorisation settings and source]

Hi,

 

I would very much like to have this feature too. We have many different forms of approvals with different teams and require different templates.