Keith Posted January 22, 2018 Share Posted January 22, 2018 I believe that the email Update mails that we receive are not driven by a template and as such I am unable to impact how they look. If that is the case can you please look at improving the current format. As you can see from the image attached it looks awful with the last update being completely unreadable. Why is the formatting of the original mail lost? Regards Keith 1 Link to comment Share on other sites More sharing options...
Dan Munns Posted January 22, 2018 Share Posted January 22, 2018 @Keith I raised this here: I don't think it was always been like this so @Victor is having a look into it Link to comment Share on other sites More sharing options...
Guest Chaz Posted January 22, 2018 Share Posted January 22, 2018 @Keith there are some changes being made to how we handle the formatting when the content comes from a timeline or the details of a Request. Pending the usual QA, should be with you soon Link to comment Share on other sites More sharing options...
Victor Posted January 22, 2018 Share Posted January 22, 2018 @Dan Munns the behavior raised by Keith is different than the one you raised on your thread: the issue raised by you: occurs when a user sends an email from a request using email action. The template used should be the one configured on the service associated to the request. For some (yet unknown) reason, the default template was set to "undefined". We are still looking into this to see how it could happen... the issue raised by @Keith: occurs when a contact/customer updates a request via the portal. If the relevant application setting are enabled (portal update notifications), this will trigger an email notification to request owner and/or team on the request. This notification email is the email Keith was referring to. Currently, this email and the template used is hardcoded, cannot be changed, but there are some changes planned to have portal update notification use a customised template. @Chaz FYI the issue raised by Keith is the outstanding change to introduce customisable templates on portal update notifications... Link to comment Share on other sites More sharing options...
Dan Munns Posted January 22, 2018 Share Posted January 22, 2018 Ah ok, my apologies Link to comment Share on other sites More sharing options...
Victor Posted January 22, 2018 Share Posted January 22, 2018 @Dan Munns @Keith some further clarifications: whilst the notification email can't be configured correctly, it seems we lost the basic formatting in it which is exactly what you said, Keith... I kind of missed the idea in my first reply... So our dev team are now looking to correct the formatting (which seems to be missing break lines in the HTML format) Link to comment Share on other sites More sharing options...
nasimg Posted January 22, 2018 Share Posted January 22, 2018 @victor Great look forward to seeing an improvement in formatting here as it does make reading the reply complicated. Although I thought the "no-reply" message was hard coded and couldn't be formatted. Nasim Link to comment Share on other sites More sharing options...
Victor Posted January 22, 2018 Share Posted January 22, 2018 12 minutes ago, nasimg said: Although I thought the "no-reply" message was hard coded and couldn't be formatted. @nasimg yes, they are hardcoded and can't be formatted. Meaning a Hornbill user/admin can't change the template or the formatting. But Hornbill platform does a "basic" formatting (like brake lines and such) which has been lost now. This is the formatting that we have to fix at the moment. Link to comment Share on other sites More sharing options...
Keith Posted January 22, 2018 Author Share Posted January 22, 2018 Thanks @Victor @Chaz Look forward to seeing some changes in this area. Having a template would be great. Thanks Keith Link to comment Share on other sites More sharing options...
m.vandun Posted January 30, 2018 Share Posted January 30, 2018 @Victor Since a couple of days we do not have the reply populated in the mail. Any idea what this could be? Link to comment Share on other sites More sharing options...
Victor Posted January 30, 2018 Share Posted January 30, 2018 @m.vandun ermm... no, don't know why... I mean I do, is the .H_comment_content variable not having a value, but why this is, I don't know... I need to investigate... Link to comment Share on other sites More sharing options...
m.vandun Posted January 30, 2018 Share Posted January 30, 2018 @Victor Ok, I've got another example, with a different notification as well. Link to comment Share on other sites More sharing options...
Lyonel Posted January 30, 2018 Share Posted January 30, 2018 2 hours ago, m.vandun said: @Victor Since a couple of days we do not have the reply populated in the mail. Any idea what this could be? @Victor +1 for this issue... Link to comment Share on other sites More sharing options...
Lyonel Posted January 30, 2018 Share Posted January 30, 2018 @Victor I noticed this problem only after applying the update on our instance this morning (was ok before that) Link to comment Share on other sites More sharing options...
Victor Posted January 30, 2018 Share Posted January 30, 2018 @m.vandun @Lyonel apologies for the delayed reply, our dev team had a quick look at this but so far we weren't able to find a fault but we will keep investigating... Lyonel, do you have any request references examples where the issue occurred? Link to comment Share on other sites More sharing options...
Lyonel Posted January 31, 2018 Share Posted January 31, 2018 @Victor On our instance, check SR00027722: and SR00054776: Link to comment Share on other sites More sharing options...
Dan Munns Posted January 31, 2018 Share Posted January 31, 2018 +1 to this. After the default template which is used when sending email from Service Manager lost its formatting I created a template as a work around. This has been working ok up to today when the email suddenly started sending 'rubbish text' (from a user) Quote Task '{"Test", "urn:sys:entity:com.hornbill.core:task:TSK20180125000021"}' was added and assigned to 'Dan Munns' The variable hasnt changed from {{RequestLastActivity.H_content}} but it now doesnt see the email as the last activity for some reason. Any news on sorting out the formatting on the default template yet as this has been impacting us for a week and a half with the work around now failing. Link to comment Share on other sites More sharing options...
Victor Posted January 31, 2018 Share Posted January 31, 2018 @m.vandun @Lyonel @Dan Munns so we might have found a possible fault in the way the content for last activity is populated (actually, no longer populated) ... so in some cases it will pull an "old" update as latest update and in other cases, the latest update will be empty... which fits the scenarios described so far. I've reported this to our dev team, they are working on this... 1 Link to comment Share on other sites More sharing options...
Victor Posted February 1, 2018 Share Posted February 1, 2018 @m.vandun @Lyonel @Dan Munns the fix for the issue whereby the email notifications for updates on requests ware showing an incorrect or non-existent update has been deployed to live instances. Please update the Service manager app in your instance to have this issue fixed. 1 Link to comment Share on other sites More sharing options...
Tina.Lapere Posted February 2, 2018 Share Posted February 2, 2018 @Victor, thank you for the heads up - I've just updated our system so I shall keep an eye on it. Is the formatting of the timeline (from email updates) also being looked at? Link to comment Share on other sites More sharing options...
Victor Posted February 2, 2018 Share Posted February 2, 2018 1 hour ago, Tina.Lapere said: Is the formatting of the timeline (from email updates) also being looked at? @Tina.Lapere sorry, can you detail on this, please? I am not sure I know about this... Link to comment Share on other sites More sharing options...
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