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Martyn Houghton

Email - Apply to Request - Include CC: address in Timeline update

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Can the 'Apply to Request' action from Shared Mailbox, be updated so when the email is attached to the timeline in the Service Manager request, the update includes any CC:  recipients, so it is consistent with the way emails sent from Service Manager are displayed in the timeline. 

This will help analyst identify any new connections which need to be added as well as save time as they will not have to use the 'View Email' option to see this information.

I thought this had been logged before but was not able to locate this via the forum search.

Cheers

Martyn

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Hi Martyn,

I have added a change record for this and it is in our development queue.  

Regards,

James

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This should now be available in the latest Service Manager update.

Regards,

James

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On 11/8/2019 at 8:52 AM, Martyn Houghton said:

Does this also apply to emails processed by Routing Rules, i.e. logging of new requests or updating requests

Hi Martyn,

Yes, this should account for both manual and routing rule processed emails.

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