Bulk e-mail requests over 1 months old

[dwalby]

Hi all,

We have a number of lingering requests in Hornbill over 1 month old. If possible I'd like to send a bulk e-mail to the customers of the requests over 1 month old asking whether they still require assistance, then progress/resolve/close according to their response. If no response received then we'd resolve/close after 7 days. Is there a way this can be done?

Thanks

[Guest]

@dwalby You can edit the BPM for future requests but I am not sure about existing requests. Using the BPM you can set a node to create an activity of sending out an email to the customers when the x number of days expires. You can even create an email template with the desired content so that once the number of days elapses, the email goes out to the customers after 1 month asking if they require assistance. Thereafter create a node that would close this request after 7 days. But as for determining whether to progress/resolve/close the request according to the response, am not sure Hornbill can do that yet. How about for now when analysts resolve the request, the customer accesses the request using the portal and either clicks the 'It's working' or 'It's still broken' button. When they click the 'Its' working'button the request which is in Resolved state closes but when they click the 'Its still broken' button the Resolved request re-opens.

Thanks

Pamela

[dwalby]

Thanks for the suggestion @Pamela but I'm talking about requests that are already logged, therefore making any changes to the BPM wouldn't take affect.

Is there another way to bulk e-mail them?

[Guest]

@dwalby I'm afraid at the moment the functionality is not there. Even if you go to the request list and tick a few requests and check the Actions options there is no current feature to enable you to send out a bulk email. How many requests do you need to send emails out on? Is it hundreds?

Thanks

Pamela

[dwalby]

Yes it would be.

[Guest]

@dwalby I understand there is feature to send emails out in bulk on the Request List. I have not ETA on that, I am afraid but I understand it's been requested.

Thanks

Pamela