Brhow Posted May 29, 2020 Share Posted May 29, 2020 Hello, The owner doesn't currently receive notifications via email or in Hornbill when a colleague has added a comment to a request. Sometimes i might drop into a request with a bit of information that might assist the engineer, and i have come to realise that alot of the time they don't know i have put a comment on there. I looked through the Service Manager settings for "Notification" and "Colleague" but i couldn't see any settings that i could change, there was only ones related to other updates for example customer update. Is there a setting for this i am not seeing, or could it perhaps be something that you could consider adding? Thank you Brett Link to comment Share on other sites More sharing options...
Steven Boardman Posted May 29, 2020 Share Posted May 29, 2020 @Brhow One option available now, is to use the @mention feature when you are adding your comment, this way the mentioned engineer will get the notification about the mention via a Hornbill notification Link to comment Share on other sites More sharing options...
Brhow Posted May 29, 2020 Author Share Posted May 29, 2020 @Steven Boardman thank you that will do the trick! Link to comment Share on other sites More sharing options...
Frank Reay Posted May 31, 2020 Share Posted May 31, 2020 This is a useful tip. However we do get caught out when a portal user updates the Request via a Comment against an Update in the timeline (we can't keep reminding them to enter @mention). The Request Owner never picks up on this Comment and gets an earbashing 2 days later by a frustrated Customer! I have raised this before but this make me think of an obvious solution - the same as in Facebook when the comment prefixes itself with the name of the person who entered the update that is being Commented on. In other words the @mention is automatically put in for the user. Even better of course(!) would be the ability just to switch on/off Comments across a whole instance as in my view they disrupt the Timeline flow. Link to comment Share on other sites More sharing options...
Daniel Posted June 3, 2020 Share Posted June 3, 2020 +1 for comments notification Link to comment Share on other sites More sharing options...
Nikolaj Posted June 5, 2020 Share Posted June 5, 2020 + 1 for comments notification Link to comment Share on other sites More sharing options...
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