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Email Missing When Raising with Progressive Capture


Michael Sharp
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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.

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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.

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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.

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@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.

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@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.

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  • 11 months later...

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