Michael Wrightson Posted June 29, 2018 Share Posted June 29, 2018 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 Link to comment Share on other sites More sharing options...
Lyonel Posted June 29, 2018 Share Posted June 29, 2018 @Michael Wrightson you can send an email to the customer in the BPM, once the request is logged. Link to comment Share on other sites More sharing options...
Michael Wrightson Posted June 29, 2018 Author Share Posted June 29, 2018 @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 Link to comment Share on other sites More sharing options...
Lyonel Posted June 29, 2018 Share Posted June 29, 2018 @Michael Wrightson read this: https://wiki.hornbill.com/index.php/Routing_Rule_Templates It should help Link to comment Share on other sites More sharing options...
Michael Wrightson Posted June 29, 2018 Author Share Posted June 29, 2018 @lyonel thanks for you help managed to locate the BPM and update it have it working Link to comment Share on other sites More sharing options...
Lyonel Posted June 29, 2018 Share Posted June 29, 2018 No problem @Michael Wrightson ! Keep an eye on the wiki, it contains lots of good information that can save you time. Link to comment Share on other sites More sharing options...
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