Notification when Email is Received

[Michael Sharp]

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]

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.emailUpdate
Notification 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 07:49
To: Gani, Nasim Nasim.Gani@brent
Subject: 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]

Hi @nasimg, thanks for this - doesn't appear to work for us!  Might be a timing issue.

Mike.

[Victor]

@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]

Thanks for this @Victor, as it happens, we got the alert although nearly 15 minutes later.

Regards,

Mike.