Assistance with email notifications generated when a request is updated by the customer

[Chris Temple]

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.

[David Hall]

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.

[nasimg]

Hi @David Hall

Could you add me too

Nasim

 

[Chris Temple]

Thanks @David Hall, much appreciated. I'll keep an eye out for an announcements.

[samwoo]

if i'm not already an interested party - could you add me +1

[lee mcdermott]

@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

[David Hall]

Hi @lee mcdermott

You can find an overview of the notifications here https://wiki.hornbill.com/index.php/Notifications 

Kind Regards,

Dave.

[lee mcdermott]

@David Hall

 

Brilliant. Thanks David

[Chris Temple]

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.

 

[m.vandun]

+1

[James Ainsworth]

To conclude this post, the previously Hard Coded email templates are now available in the standard list of editable templates.

Regards,

James