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Email Routing Rules - visibility Override


Martyn Houghton

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At the moment there is a system wide setting which set the visibility of the timeline entry of an email update applied automatically to the Service Manager request by the Email Routing Rules, however it would be really useful to be able to override this setting at the rule level if required.

In our case we have the setting set to customer, so when an email is received with a matching request reference in the email subject the request is automatically updated with the customer view able entry. However for internal emails, i.e. where we would use the 'domain' criteria in the rule criteria, we would not want them to appear as customer view able updates and therefore would want to override the default to make them team visibility.

As it stands at the moment we have filter out the internal emails and update them manually.

Hopefully this could be looked at as a enhancement, as i think this would be useful to other users as well.

Cheers

Martyn

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  • 1 year later...

@James Ainsworth

Is there any update on this? Without the ability to control visibility on the rules, we cannot implement two way integration with updating of requests from third party system as these updates would be customer viewable, as we also use Auto responders for customer logging and updating emails.

Cheers

Martyn

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+1. This is a major issue for us too with regards to both third party system integration as well as having third party staff "consult" in a ticket through emails. 

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  • 6 months later...

@James Ainsworth

This is really becoming a barrier to us automating interfaces both internally and externally. We can use iBridge to initiate things, but cannot automate the updates back via email, as we cannot override the default visibility to Team.

Can this be reviewed and escalated please.

Cheers

Martyn

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  • 2 months later...
  • 7 months later...

The logical thing to do here would be to put privacy first and set the default to Team, changing to Customer if required.

That way you can push on with the actions that require the updates to not be customer-facing without compromising privacy.

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@Steve Giller

Being an external customer facing service desk, we default everything to customer visible, so no matter what time of the day they update the requests the customer updates show on the portal. Due to the volume of emails and requests we are talking about we need to be able to do this based on the rules, rather then relying on an analyst remembering to go back to the email timeline update and change the customer visibility and potentially others actions triggered by the email update in the workflow.

Unfortunately one rule does not fit all.

Cheers

Martyn

 

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