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Found 5 results

  1. When viewing an email sent from Hornbill which has Bcc: recipients on it, if you choose the 'Reply All' option the Bcc: recipients get copied over but to the To: values (black line) and not the Bcc: line (red line). Cheers Martyn
  2. The majority of the service desk we operate on our Hornbill instance are externally facing and we are now looking to bring on two additional desk from other parts of the group, where email iteration is key. These new desk the user base are field or mobile based external customers in the Petrochemical and Medical/NHS environment where it will not be piratical for them to use the Customer Portal. It is important we can communicate effectively with the primary customer and connections on the request using emails generated from the BPM workflow. At the moment the disjointed Email Customer and Email Connections nodes are not really fit for this purpose as separate emails are sent and with the latter you have to call the node twice to send the email to both impacted and interested connections. Plus the fact that it is in essence separate emails and the connections are not aware of who has also been included with the communication. In short we would like to request the enhancement of the Email Customer/Contact node to add the following options, so that just one email can be sent, just like it can be done from the Live user app on the email action on the Request View, with the appropriate connections included. We would like to propose the following 1. Additional parameters for CC: BCC Subject Line Importance Sensitivity Above CC/BCC parameter have the option for Manual entry with variable injection Impacted Connections Interested Connections Impacted and Interested Connections Cheers Martyn
  3. Can I request an enhancement to the Email options held at a Service level, to enable the automatic inclusion of connections when opening the request 'Email Action'. Connections is a very useful facility, but is let down by the need to manually have to add the connection on to the email action each and every time you use it. This whole relies on the analyst remembering to add the connections, which with human error results in an inconsistent application. We would propose there is an options as below:- Impacted connections - option None, To, CC or BCC. Interested connections - option None, To, CC or BCC By having a setting a the Service level this can be controlled and set due to the particular needs of the the service, rather than a system wide setting. Having the options above give complete flexibility to fit different service desk needs. Cheers Martyn
  4. The request email view - CC/BCC do not automatically expand/appear when adding connections, as they used to do with the original view. Can this be behaviour be reinstated. Cheers Martyn
  5. When sending an email to a customer from Service Manager (i.e. visibility is to customer) and specifying contacts in the BCC address, these are then inserted into the timeline entry, so they are are visible on the customer/service portal to the customer. The timeline entry should not contain the BCC email address in the timeline update text, but only in the attached email, which is then be accessed through the 'View Email' action. The customer is not able to view the original source email via the customer/service portal, only the text of the email inserted into the timeline entry. Cheers Martyn
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