Request Message Email - Template selection

[Martyn Houghton]

Though you can specify a default email template to be using the request email action for the service, it would be useful to be able to select an alternative from a drop down box, i.e. you set a default email template as you do now for a service, but you can also link other email templates which can be used for request for said service.

The analyst can then choose to select an alternative one, rather than the default.

For us, this is related to use wanting to use a single service for a multi language support team, therefore the standard email templates which surrounds the message body needs to be language specific.

At the moment as there are no translations for email templates (see post link below), we are having to set up multiple services for the same Service (aka product) which are language specific. With the restriction on not being able to change a request from one service to another this makes it problematic when the wrong language service is selected.

Cheers

Martyn
 

 

[Steven Boardman]

@Martyn Houghton in the next Service Manager update we have made some enhancements to the email component on requests

* Ability to view / choose the email template you wish to use (see drop down in screen shot) - controlled by a system setting, so those who do not want agents to have the choice and want to retain the existing behaviour will be able to do so.

* The ability to see the template content / variables 

* Ability to edit it before sending - including the insertion of existing snippets

* HTML editor options as shown below

 

We are probably a couple of weeks away from this Service Manager update being available but hopefully this will help

Steve

 

[Martyn Houghton]

@Steven Boardman

Thanks for the update. As we have a large volume of email templates and support multiple service desks, so it would be good to have the option to allow you link 'allowed' email templates in the service definition.

Cheers

Martyn

[Steven Boardman]

Hi @Martyn Houghton 

As with new features we will look to evolve these overtime and upon feedback, i can certainly see the value in some form of filters on the email template lists.  

Steve 

[Martyn Houghton]

@Steven Boardman

Thanks, if you can add it as a potential feature request, as it does make the system more scale-able.

Cheers

Martyn

[Steven Boardman]

@Martyn Houghton yep already raised and you are added as an interested party  

[HHH]

Please add us as interested as well.

[Steven Boardman]

@HHH done

[Martyn Houghton]

@Steven Boardman

I believe this has now been released as part of SM Build 1330. I am doing the internal communication ahead of apply the build and wanted to confirm whether the HTML editor will allow insertion of multiple inline graphics?

Cheers

Martyn

[Steven Boardman]

@Martyn Houghton i'll need to check

Also if you haven't already, also take a read of this in relation to the email templates you are currently using and the '''Message''' variable which is no longer needed once this update is applied, so needs to be removed from the email templates used for the manually sent updates from your requests

 https://wiki.hornbill.com/index.php/Email_Action_Item

Steve

[Martyn Houghton]

@Steven Boardman

Thanks for the heads up, I had missed the blue 'here' link in the release note.

I am presuming that snippets at the moment are still just text only and not HTML enabled?

Cheers

Martyn

[Steven Boardman]

@Martyn Houghton yes that's correct no changes to the Snippets in this update

[HHH]

@Martyn Houghton

We started using snippets as "parts of the email"

So we open our corporate template and insert whatever snippet we want as part of that email.

We can then use multiple snippets in the same email. Works fine until snippet formatting becomes available.

[Steven Boardman]

@Martyn Houghton just checking and one inline image is fine, the team are just looking at the support for multiple as there does seem to be an issue with displaying these in outlook - so for now i would suggest the internal comms would be a single inline image - obviously this does not effect attachments etc. 

[Martyn Houghton]

@Steven Boardman

Thanks for checking this, is there a problem reference for the multiple inline images defect?

I put a warning on our comms about it will let you do it but do not use more than one inline image at the moment.

Cheers

Martyn

[Steven Boardman]

@Martyn Houghton the issue was with displaying multiple inline images in Outlook Web. this seems to have been fixed and will be pushed out in the next update (most likely on on Monday).

For you info defect was tracked under: PM00152995

Steve

[Guest gregmarcroftorc]

Hi,

This update will hopefully be useful for us in future, however we have noticed some problems on our instance:

• The {{customerFirstName}}, variable does not seem to be pulling through
• Some of our internal contacts are not appearing when using the search in the to: bar to send an email
• Also noticed, the line spacing gets bigger if you edit a line and not sure how easy it is to get it back to what it was then.

As I said this update will hopefully be beneficial for us, but we don't want to lose some of our efficiency that we used to have by having to re-format things each time.

Is someone able to look at this for us?

Thanks

Greg

ORC International

[m.vandun]

We have our templates setup with HTML format. We are noticing that the HTML code is updated in the timeline which makes for very long updates.

[Guest Ehsan]

@m.vandun

 

Sorry to hear you're having trouble with the update to the Email Action feature. As we're unable to recreate this behaviour, could you please clarify:

• The email that was sent - Does it contain the correct content (i.e. not HTML)?
• Could you recreate this behaviour every time? If so, is it possible to provide us with an example (screenshot would be great) of how the email looks prior to hitting the Send button?

[Guest Ehsan]

@gregmarcroftorc, FYI - We're looking into the issue with Snippets. We'll prepare a patch to rectify the issue. Apologies for the inconvenience that this has caused.

[Victor]

@gregmarcroftorc - until the snippets are fixed, I suggest using this variable: {{Customer Contact.H_firstname}} in the template itself. If you are supporting internal users then use this variable: {{Customer Coworker.H_first_name}}. If using a mix then set them both using ESP conditions. Same for other variables, use the template correspondent.

[m.vandun]

@Ehsan

16 hours ago, Ehsan said:

The email that was sent - Does it contain the correct content (i.e. not HTML)?

Yes, when viewing the email it does show the correct email. Only in the timeline we see the HTML content.

16 hours ago, Ehsan said:

Could you recreate this behaviour every time? If so, is it possible to provide us with an example (screenshot would be great) of how the email looks prior to hitting the Send button?

We have this on every sent email.

[Keith]

16 hours ago, Victor said:

@gregmarcroftorc - until the snippets are fixed, I suggest using this variable: {{Customer Contact.H_firstname}} in the template itself. If you are supporting internal users then use this variable: {{Customer Coworker.H_first_name}}. If using a mix then set them both using ESP conditions. Same for other variables, use the template correspondent.

@Victor I know this advice was not provided in relation to the Issue I have logged with you but have tried it. I do not have these variables available in my snippets and wonder why. Simply entering them as provided does not work and in fact, prevents the snippet from expanding.

 

 

[Guest Ehsan]

@m.vandun

Unfortunately I am still not able to recreate the problem even though I created a template that consists of a table, images, links and rich text formatting.

Is it possible for you to provide us the source of the template? I will contact you directly to get hold off the source if possible.

Thanks,

Ehsan

 

[Guest Ehsan]

5 minutes ago, Keith said:

@Victor I know this advice was not provided in relation to the Issue I have logged with you but have tried it. I do not have these variables available in my snippets and wonder why. Simply entering them as provided does not work and in fact, prevents the snippet from expanding.

 

 

We're preparing a patch and it will be available shortly, so you don't have to make a change to your Snippet.

Thanks,

Ehsan