Raising Requests from Email

[Lauren]

Hi,

When raising a request from an email, is the intended behaviour to paste the contents of the email into the request somewhere? Only we've found that this doesn't happen when we raise a request directly from an email.

Thanks

Lauren

[BobbyB]

It would be very beneficial and quicker if the email contents were included into the new request.  Thanks,

[Martyn Houghton]

@Lauren, @BobbyB

Can you check your default progressive capture which is setup to trigger when you choose the option '+ Raise Request' as it will need to have the standard 'Request Details' form or a customised form with the standard 'Summary' and 'Description' field. It is these that get populated as per the example screenshot below.

 

Cheers

Martyn

[Martyn Houghton]

The Service Manager setting will tell which progressive capture is being initially triggered when you click on Raise Request.

Then you need to check that it has the Request Details in it. For example.

Cheers

Martyn

 

[BobbyB]

Thank you very much Martyn, I will try this and see how we get on.

 

 

 

@Lauren