analyst notification emails

[Gary@ADL]

Hi Guys - I think this has been mentioned before but I cant find it?

 

do we have the ability to add anymore info to the emails sent to an analyst to notify them a call has been updated? if I remember these are generated server-side and so we cannot customise them? but i can see a template in our email templates section which looks like it would be the one?

 

it would be a massive help if these could be customised - call summary and description along with last update applied?

thanks

Gary

[Dan Munns]

Our template is set up like this:

Hi {{.H_ownername}}

Request {{.H_pk_reference}}  has been updated on {{.H_datelastmodified}}

The summary of the call is: {{.H_summary}}

Please use the link below to log in and view the details of the request

https://live.hornbill.com/INSTANCENAME/servicemanager/request/view/{{.H_pk_reference}}/

I can't find a "last updated" variable so provide a link instead

[Victor]

@Gary@ADL as far as I know, email notifications for request updates are using a form or direct messaging, bypassing the system mailboxes mechanism. They have a hard coded template which can't be changed. To verify if this is the case on the update email, have a look at the email originator. If this is noreply@live.hornbill.com then is the direct email mechanism that can't be changed...  

 

There is a ongoing development effort to improve this area, basically make the update notification email accessible for customisation.

[nasimg]

Hi @Victor and @Gary@ADL

You beat me to it - I wanted to post exactly the same question. We can customise most templates but the ones the come from noreply@live.hornbill.com (eg Request X has been updated by the customer) can't.

It would be good if a little more info could be included - eg what was the update.

Regards

Nasim

[Steve Giller]

I turn as many of these off as is practical, mainly because the more emails we send the less customers go anywhere near the Selfservice Portal, which is the exact opposite of what we want