Email notifications

[Dan Munns]

Hi all,

Is there a way of having Service Manager send notification emails outside of the BPM? 

I.e. if a call is cancelled / placed on hold / resolved without completing the BPM.

At the moment we are having a few issues with calls being cancelled and as they don't show on the portal for the user if they are cancelled the user is unaware. Also the same for calls being placed on hold. 

I did enable the email address at setting guest.app.requests.notification.emailMailbox but got complaints about the number of emails received whenever a team / user etc got a call or task assigned.

Thanks 

Dan 

[Victor]

@Dan Munns may I ask why the request is canceled in the first place? What creates the need for a request to be canceled? If we have a simple answer to this then perhaps we can design the BP to cancel the request rather than via request actions (you can then disable this action on requests). This would allow you to have that email... but to answer your question

44 minutes ago, Dan Munns said:

Is there a way of having Service Manager send notification emails outside of the BPM?

No, not with current functionality. All emailing is done by the BP (except the email action itself from requests).

 

[Dan Munns]

So if a call is resolved early, unless all BPM stages have been completed it wont email the user? 

If I enable the setting mentioned in my first post, when a call is resolved (no matter when) will it automatically send from the template under this setting? app.email.template.request.resolutionDetails

Calls tend to get cancelled here when a user tries to raise a request for themselves (please add me to the super top secret folder on the network because I can raise requests) where as we require a line manager to raise access change requests. 

[Victor]

30 minutes ago, Dan Munns said:

app.email.template.request.resolutionDetails

Well, I see something new every day  ... I don't think this is used ... at least anymore... same as app.email.template.request.sendMessage (but this might be used on requests with no service)... I'll ask devs...

34 minutes ago, Dan Munns said:

Calls tend to get cancelled here when a user tries to raise a request for themselves (please add me to the super top secret folder on the network because I can raise requests) where as we require a line manager to raise access change requests.

Then maybe some possible workaround would be:
#close the request with a specific category (instead of cancel);
#have a specific task in the beginning which a line manage approves the request (sort of)... if the task is completed with a specific outcome, have the BP cancel the request (you can then do the emailing bit before the actual cancel).

Just some ideas...

[nasimg]

Emails when calls go on/off hold would be handy too

Nasim

[Dan Munns]

@Victor as far as I can tell the settings all still work as when I added our Service Desk mailbox everyone was getting loads of emails on assignment and new tickets would sometimes generate 2 emails to the user. 

The issue with doing as you suggest is it will impact everyone who can raise requests (with the line manager approval bit) to capture bad requests from a few users. Education doesn't work as I have seen the Service Desk guys email a user to say they cant raise requests for themselves to have access changes on a Monday and found a similar request from the same user on a Wednesday. 

Automatic emails on/off  hold would be a great addition if that is possible (enhancement request if required)