Chris Temple Posted December 15, 2017 Share Posted December 15, 2017 Hi, When a customer updates a request via the portal, the assigned analyst gets an email to advise that the call has been updated. This is great, as it's what we want to happen. However, I have tried updating the AnalystCustomerUpdateNotification email template so that more information is provided, but this has no effect on the email being received by the analyst. I have tried changing some other email templates, in case they were being used, but cannot find the one that applies in this instance. Currently the email being generated reads as follows: "Request ***** which is assigned to you has been updated by the customer.https://live.hornbill.com/******/servicemanager/request/view/********/ Kind Regards" As I cannot find a template that reads as per the example, I have assumed that this type of notification must hard-coded, but wanted to see if anyone can advise otherwise ? Thanks in advance. Regards, Chris. Link to comment Share on other sites More sharing options...
David Hall Posted December 15, 2017 Share Posted December 15, 2017 Hi @Chris Temple As you have identified, currently the content of the email notifications to analysts is currently hardcoded in such scenarios. We have a feature request already raised which would look to enable these to be configurable via email templates so I will add you to the list of interested customers. Kind Regards, Dave. Link to comment Share on other sites More sharing options...
nasimg Posted December 15, 2017 Share Posted December 15, 2017 Hi @David Hall Could you add me too Nasim 1 Link to comment Share on other sites More sharing options...
Chris Temple Posted December 15, 2017 Author Share Posted December 15, 2017 Thanks @David Hall, much appreciated. I'll keep an eye out for an announcements. Link to comment Share on other sites More sharing options...
samwoo Posted December 16, 2017 Share Posted December 16, 2017 if i'm not already an interested party - could you add me +1 1 Link to comment Share on other sites More sharing options...
lee mcdermott Posted December 18, 2017 Share Posted December 18, 2017 @Chris Temple Hi Chris, I don't think we even have this feature enabled that I am aware of. How do you switch this on do you know as it would be very useful? Is it a system setting in service manager or is it on by default? thanks lee Link to comment Share on other sites More sharing options...
David Hall Posted December 18, 2017 Share Posted December 18, 2017 Hi @lee mcdermott You can find an overview of the notifications here https://wiki.hornbill.com/index.php/Notifications Kind Regards, Dave. Link to comment Share on other sites More sharing options...
lee mcdermott Posted December 18, 2017 Share Posted December 18, 2017 @David Hall Brilliant. Thanks David 1 Link to comment Share on other sites More sharing options...
Chris Temple Posted December 18, 2017 Author Share Posted December 18, 2017 Hi @lee mcdermott We set the following settings to "both": guest.app.requests.notification.notificationType.portalUpdate and guest.app.requests.notification.notificationType.emailUpdate You'll see further info on the page David linked. Cheers, Chris. Link to comment Share on other sites More sharing options...
m.vandun Posted December 18, 2017 Share Posted December 18, 2017 +1 1 Link to comment Share on other sites More sharing options...
James Ainsworth Posted December 11, 2018 Share Posted December 11, 2018 To conclude this post, the previously Hard Coded email templates are now available in the standard list of editable templates. Regards, James Link to comment Share on other sites More sharing options...
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