Michael Sharp Posted July 25, 2017 Posted July 25, 2017 Hi, It would be useful to include the original email into a timeline when using progressive capture when raising a ticket manually via an analyst. At the moment, whenever a progressive capture is used, the original email is discarded. Regards, Mike.
Guest Chaz Posted July 25, 2017 Posted July 25, 2017 When a Request is raised from an email, we provide a link back to the original email so that you get full context including attachments and who it was sent by/to etc. The full content is also added as the default description. There was an issue where this was truncated unnecessarily, but that will be sorted in our next update.
Michael Sharp Posted July 25, 2017 Author Posted July 25, 2017 Hi @Chaz thanks very much for this. Did not know that was there!! It would be useful if the summary or description were populated with the email content when using progressive capture though. Regards, Mike.
Guest Chaz Posted July 25, 2017 Posted July 25, 2017 @Michael Sharp Are you using the standard Request Details form in Progressive Capture, or a custom form? The summary takes the subject and the description takes the body and pre-populates it already.
Michael Sharp Posted July 25, 2017 Author Posted July 25, 2017 Hi @Chaz I think we lose the body (description) if we use a custom summary?
Guest Chaz Posted July 28, 2017 Posted July 28, 2017 @Michael Sharp we only support the Request Details form as that's the one that comes as part of Service Manager. If that was included in your Progressive Capture then you'd get the body of the email while logging the Request.
Michael Sharp Posted August 3, 2017 Author Posted August 3, 2017 Hi @Chaz, the issue is when we map a custom field to the H_summary field. We lose the body of the email but the correct custom summary is created.
Victor Posted July 11, 2018 Posted July 11, 2018 @Michael Sharp to have the email subject populated in summary and email body populated in description during PCF when using a custom form with custom fields mapped to h_summary and h_description would be something for @James Ainsworth and/or @Steven Boardman to consider as an enhancement request. This topic is also being discussed here:
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