Michael Sharp Posted September 28, 2017 Posted September 28, 2017 Hi all, Is it possible to generate a notification for a team or owner of a ticket when an auto response is posted to a ticket? This is when an email has been sent from the ticket and returned by the user via a routing rule. At the moment, emails received onto the ticket are being missed by our engineers. Regards and thanks, Mike.
nasimg Posted September 28, 2017 Posted September 28, 2017 Hi @Michael Sharp Yes this is possible - we are doing it on our instance. I think the option is in Admin - Servicemanager, see below: guest.app.requests.notification.notificationType.emailUpdateNotification type for automated new requests and updates to requests via email We have chosen "email-only" This returns an email from no-reply@live.hornbill.com - example below From: noreply [mailto:noreply@live.hornbill.com]Sent: 28 September 2017 07:49To: Gani, Nasim Nasim.Gani@brentSubject: Request IN00119862 has been updated via email Request IN00119862 which is assigned to you has been updated by email. https://live.hornbill.com/lbd/servicemanager/request/view/IN00119862/ Last Update: Email Update by J K Rowling RE: IN00119862 Help Me update bah bah bah Regards Nasim
Michael Sharp Posted September 28, 2017 Author Posted September 28, 2017 Hi @nasimg, thanks for this - doesn't appear to work for us! Might be a timing issue. Mike.
Victor Posted September 29, 2017 Posted September 29, 2017 @Michael Sharp besides the application setting you also need this outbound routing rule: Make sure is configured as per screenshot (i.e. mode = Use Direct Outbound)
Michael Sharp Posted September 29, 2017 Author Posted September 29, 2017 Thanks for this @Victor, as it happens, we got the alert although nearly 15 minutes later. Regards, Mike.
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