enhancement Email Customer Node - Improvements for External Customer Support

[Martyn Houghton]

The majority of the service desk we operate on our Hornbill instance are externally facing and we are now looking to bring on two additional desk from other parts of the group, where email iteration is key. These new desk the user base are field or mobile based external customers in the Petrochemical and Medical/NHS environment where it will not be piratical for them to use the Customer Portal. It is important we can communicate effectively with the primary customer and connections on the request  using emails generated from the BPM workflow.

At the moment the disjointed Email Customer and Email Connections nodes are not really fit for this purpose as separate emails are sent and with the latter you have to call the node twice to send the email to both impacted and interested connections. Plus the fact that it is in essence separate emails and the connections are not aware of who has also been included with the communication.

In short we would like to request the enhancement of the Email Customer/Contact node to add the following options, so that just one email can be sent, just like it can be done from the Live user app on the email action on the Request View, with the appropriate connections included.

We would like to propose the following

1. Additional parameters for

• CC:
• BCC
• Subject Line
• Importance
• Sensitivity

Above CC/BCC parameter have the option

• for Manual entry with variable injection
• Impacted Connections
• Interested Connections
• Impacted and Interested Connections

 

Cheers

Martyn

[Martyn Houghton]

@James Ainsworth

Are there any plans to improve the Service Manager Email BPM capability?

Cheers

Martyn

[Martyn Houghton]

@James Ainsworth

As per our conversation, the priority for us would be addition of the CC: and BCC: fields added to the node as a simpler change as the first step with the ability to inject.

Then if subsequently we could attain the list of impacted and interested in a format to insert as the variable to the above in either/or the above fields.

 

Cheers

Martyn

[HHH]

On 8/30/2019 at 4:38 PM, Martyn Houghton said:

@James Ainsworth

As per our conversation, the priority for us would be addition of the CC: and BCC: fields added to the node as a simpler change as the first step with the ability to inject.

Then if subsequently we could attain the list of impacted and interested in a format to insert as the variable to the above in either/or the above fields.

 

Cheers

Martyn

+1 for being able to do this in the BPM;

[Guest Ehsan]

An enhancement request has been raised and this is currently under review. We will let you know as soon as this is added to the 90-day development board.

[Martyn Houghton]

@Ehsan @James Ainsworth

Could you give us an update on where this is in your process.

Cheers

Martyn

[Guest Ehsan]

@Martyn Houghton, 

Hope you're doing well. I wanted to let you know that this change was introduced around 2 weeks ago, in build 1880 of Service Manager application.

Ehsan