Raising requests via email

[Alisha]

Hello,

When raising requests via email, is it possible to have the original email copied into the timeline please?

Many thanks,
Alisha

[Guest Chaz]

Was just wondering if there was a specific reason for this? To make it searchable? Make it easier to find the content? In the details of a Request there is a field called Source that will contain a link to the original email which could help and would save scrolling when there are lots of timeline updates to get passed on your way to the botttom!

[Alisha]

Hi @Chaz,

This would be helpful for audit purposes, as the contents of the email can be altered at the time of logging it. I know the original email can still be viewable, but if the email was later deleted, we'd still have a 'timestamp' of the changes on the Timeline.

Many thanks,
Alisha

[BobbyB]

Having the original email copied into the timeline would then give us an unaltered copy of the email.  Any subsequent changes can then be audited.

 

Thanks,

[Deen]

@Alisha worth keeping in mind that the timeline can get a little messy if the unedited email has a large footer or is part of a chain of several emails.

[Alisha]

Hi @Deen,

Could the email be added as an attachment instead, at the time of logging, so we always have a copy of the original?

Many thanks,
Alisha

[Guest Chaz]

@Alisha while not in our 90-day queue, it was raised by the product management team so something we'll be looking at in the future.