Notifications when a request is updated

[SJEaton]

Hiya

There are instances in my workflows where the request owner will be waiting for the customer to update the call with some information before they can then do their next task.  How are request owners notified of when their requests receive an update?  Is there some kind of auto-notification that can be sent to them or another obvious prompt??

Sam

[Victor]

@SJEaton yes, there are:

You need to choose what type of notifications you want for your analysts: hornbill, email or both;

If you enable email notifications you will also need to ensure the notification mailbox and relevant templates are also set.

[Paul Trenter]

I would like this set up to send an email to our support group email address whenever a user updates a ticket via the Portal.

Where do I set the 'from' mailbox and the 'to' address'?

Is the 'From', set at guest.app.requests.notification.emailMailbox

and the 'to', is that taken from the email in the assigned Analyst's profile?

[Victor]

44 minutes ago, Paul Trenter said:

Is the 'From', set at guest.app.requests.notification.emailMailbox

Yes

44 minutes ago, Paul Trenter said:

the 'to', is that taken from the email in the assigned Analyst's profile?

Yes

[Paul Trenter]

Testing this at the moment but I don't seem to be getting any emails through when I update via portal.  There is nothing showing in the sent items when I look at the mailbox relating to this either.  I think I've sent things up right.  We only have one mailbox to send from.

 

[Victor]

@Paul Trenter - I just re-read what I said before and I must apologise because I gave some incorrect advice. When it comes to analyst notifications for portal updates, when sending the email, Hornbill will not use the mailbox (guest.app.requests.notification.emailMailbox). The email notifications will be sent directly to the intended recipients and this method is using this setting: guest.app.requests.notification.emailDomain (the system is basically using this API: https://api.hornbill.com/mail/?op=directMessageSendEntityTemplate)

This will be one of the domains configured in admin tool here: Home - System - Email - Outbound Mail Routing. You can use our OOTB domain (live.hornbill.com) or another domain of your choice. The notification emails will originate from a noreply@domain_name address. Because these emails are not sent from a mailbox, the "Sent Items" for these is located in admin tool here: Home - System - Email - Direct Outbound

[Paul Trenter]

Hi @Victor, thanks again for the fast reply.  I've changed the domain to our Email>Outbound Routing domain and ran a test.   Now I do see an email sent from Home - System - Email - Direct Outbound to myself which is good, but I don't receive it.  It shows Delivery Failure and when I dig deeper the problem seems to be with.

SmtpCmdResp: 550 5.7.60 SMTP; Client does not have permissions to send as this sender [CWXP265MB0245.GBRP265.PROD.OUTLOOK.COM]

[Victor]

@Paul Trenter - use live.hornbill.com domain then... all instances have it by default but create it in direct outbound if needed... then change the domain app setting to use it.

[Paul Trenter]

 @Victor when I change the domain to live.hornbill.com and test, I don't see any new emails sent from Home - System - Email - Direct Outbound

[Paul Trenter]

Also maybe worth mentioning that we only have 1 domain in 'Outbound Mail Routing', our own.  Standard notification emails sent via BPM work fine.

[Victor]

17 minutes ago, Paul Trenter said:

we only have 1 domain in 'Outbound Mail Routing', our own

Yes, you would need to add live.hornbill.com there...  set it to Direct Outbound ...

[Paul Trenter]

@Victor, that's done the trick.  Thanks for the help.

[Paul Trenter]

One other question on this.  I understand the you can set it to notify the team when the request doesn't have an owner, via guest.app.requests.notification.notificationType.portalUpdateTeam. 

Is it possible to still notify the team if already assigned to an analyst within that team?

[Victor]

21 minutes ago, Paul Trenter said:

Is it possible to still notify the team if already assigned to an analyst within that team?

I'm afraid not  ... If the request has an owner, only the owner gets notified...

[Paul Trenter]

No worries @Victor, thanks again