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Customer Notification of Analyst Update


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I noticed on a recent update that you can now send a notification to users when their ticket has been updated.  I think this will start encouraging people to visit the portal, so would like to set it up.  I have tried but cant get it to work.

Please could someone point me to a guide or explain how to do it.

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  • Steffen changed the title to Customer Notification of Analyst Update


You need to enable it first, thought it may be on already https://wiki.hornbill.com/index.php/Service_Manager_Notification_Settings

User Defined Notification Settings

By Default global notification settings are applied, and this is detailed in this page below.

If preferred a Hornbill administrator can enable the guest.app.requests.notification.allowUserDefinedNotificationType setting, which will disable the global notification settings and each Service Manager analyst will be able to set their preferences from their Profile > Settings > Notification view.

  • When enabling the user defined notifications, the current global notification settings will be applied to all Service Manager subscribers, and users will need to manage their own.
  • If email notification options are chosen by users, all existing email templates defined for global notification settings will continue to be used.

This will then allow each analyst to set their own settings in their profile. https://wiki.hornbill.com/index.php/My_Profile_Settings


Service Manager Notification setting are then disabled at the bottom of the list.




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In addition to the functionality @Martyn Houghton mentioned above, a recent update now gives you the option to send an email the customer when an update is added to request.

You can find details for configuring that here https://wiki.hornbill.com/index.php/Update_Action_Item#Customer_Visibility_Updates

Kind Regards,


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