service manager Mailbox raising of tickets replies

[Michael Wrightson]

We have setup on our shared mailbox, that any email from a customer raises a ticket when an email comes into it and assigns to first line support, I need some guidance on how i can get the system to email the case number back to the customer? I have it setup and working to email the customer when a ticket is raised manually but cant seem to find the process for the mailbox

 

 

[Lyonel]

@Michael Wrightson you can send an email to the customer in the BPM, once the request is logged.

[Michael Wrightson]

@LyonelYes I understand that and have that working in the BPM, but can't locate the BPM for the email creation of tickets, see below

[Lyonel]

@Michael Wrightson read this: https://wiki.hornbill.com/index.php/Routing_Rule_Templates

It should help

[Michael Wrightson]

@lyonel thanks for you help managed to locate the BPM and update it have it working

[Lyonel]

No problem @Michael Wrightson !

Keep an eye on the wiki, it contains lots of good information that can save you time.