Martyn Houghton Posted December 3, 2018 Posted December 3, 2018 Relates to my earlier post below about overriding the default visibility for Email Routing Rule updates, it would be useful to be able to override the system setting on a rule by rule basis whether an update via the said rule will trigger an Sub Status Automatic update, asin our case for internal email we would not want it to do this, but for customer updates we would. Cheers Martyn
Martyn Houghton Posted October 8, 2021 Author Posted October 8, 2021 @James Ainsworth @Steven Boardman Any update on this please? Cheers Martyn
James Ainsworth Posted October 11, 2021 Posted October 11, 2021 Hi Martyn, Thanks for your post. I far as I can see there are no current plans for this. Regards, James
Martyn Houghton Posted October 12, 2021 Author Posted October 12, 2021 @James Ainsworth That a real shame, as not being able to control the visibility at the routing rule stage, means that it is not practical in a real world external customer facing environment to automate email operations where would you will have multiple environment and systems generating updates via email channel. Cheers Martyn
samwoo Posted October 12, 2021 Posted October 12, 2021 +1 - could this idea be added to the list of enhancement requests? 1
Martyn Houghton Posted May 11, 2022 Author Posted May 11, 2022 @Harry Hornbill Any update on this? Cheers Martyn
Martyn Houghton Posted September 21, 2023 Author Posted September 21, 2023 @Gerry Following on from yesterday's Insights session and the focus on automation, having the ability to override the visibility of auto-routing/responder rules updates to requests is quite critical for implementing Enterprise Service Management processes when integrating with external systems. For obvious reasons, internal emails and third-party updates should not be visible to the end-user customer. With the ability to override the visibility we can set up specific rules using the existing functionality to log and update requests automatically, whilst retaining the updating of the requests automatically with the customer updates visible on the timeline 24/7. Would you be able to raise this with the product team? Cheers Martyn 1
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