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Found 4 results

  1. 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
  2. When we have a summary in a request, for example, 'Please Send This Email' when the email is sent the formatting is not honoured and the email subject is sent as 'please send this email' Is there a way to change this so that it the text the is pulled across is the same as the summary text?
  3. For email integration automation purposes, as well as for normal communication, it would be really useful to be able to override the 'Subject Line' contents when sending an email from the BPM Email Notification nodes. For example when sending notifications to third party systems, we can construct a specific subject line using fixed text and variables which will then trigger automated operations in the target system using its auto repsond rules. Cheers Martyn
  4. Afternoon, We have a 3rd party printer support contract with Xerox, so I have created a BPM and Pro cap that creates a email to Xerox with the iformation they need, Xerox then reply to the email with our reference number in the subject box of the email, these should then pull into the relevant call and update. However they are not doing this... as you can see from the screenshot - the subject clearly has the correct Call ref in it: as you can see from the timeline of the call...no email has pulled in: This is the routing rule I am using: Can anyone advise? Hayley.
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