CustomerTimelineUpdateNotification query

[Ann-MarieHolloway]

Hi Hornbill folks,

We are about to enable the  CustomerTimelineUpdateNotification and make it available on our Services.  I have noticed there are 2 hyperlinks in the email notification 

 

https://live.hornbill.com/<instance>/servicemanager/selfservice2/request/{{.H_pk_reference}}/

https://service.hornbill.com/<instance>/servicemanager/request/view/{{.H_pk_reference}}/

Which I'm assuming are 1 for analysts and 1 for basic users and this is how it was sent, before I added our instance to the hyperlink.  Now each user gets both hyperlinks and I'm wondering if that is correct?

Also, if a Connection is added to the ticket, do they also receive the notification email to say the ticket has been updated?

Many Thanks

[ArmandoDM]

Hi @Ann-MarieHolloway

that's the default template that you may update and leave the link of your choice. Here you may find more details about it:

https://wiki.hornbill.com/index.php/Update_Action_Item

As per documentation, the connections should not receive any notification.

Regards

Armando

[James Ainsworth]

Hi @Ann-MarieHolloway

You may notice that on the template these two lines are highlighted with a grey background.  These are actually for the different types of customers - user and contact.  User being an internal user and a contact being someone external to your company.

This highlighted text is because they have conditions set against them. You don't actually need to remove either one of these.  The line will only show if the selected condition is met.  In this case the customer type 0 refers to an internal user who would access the request through the Employee Portal and the customer type 1 refers to a contact who would access the Customer Portal.  These ESP Conditions can be extremely useful as you can add a lot more conditional information to an email, depending on who the recipient is.  You can view the existing condition by clicking anywhere within the highlighted area and then click on the ESP Condition Properties button

I hope that helps,

Regards,

James

[Ann-MarieHolloway]

Thank you @James Ainsworth for your indepth and helpful response.  I will make a note of it for future email templates.

[Ann-MarieHolloway]

On 7/22/2020 at 11:15 PM, James Ainsworth said:

Hi @Ann-MarieHolloway

You may notice that on the template these two lines are highlighted with a grey background.  These are actually for the different types of customers - user and contact.  User being an internal user and a contact being someone external to your company.

This highlighted text is because they have conditions set against them. You don't actually need to remove either one of these.  The line will only show if the selected condition is met.  In this case the customer type 0 refers to an internal user who would access the request through the Employee Portal and the customer type 1 refers to a contact who would access the Customer Portal.  These ESP Conditions can be extremely useful as you can add a lot more conditional information to an email, depending on who the recipient is.  You can view the existing condition by clicking anywhere within the highlighted area and then click on the ESP Condition Properties button

I hope that helps,

Regards,

James

Just another quick query, is this notification also made available to Connections?

[James Ainsworth]

I believe that this just goes to the customer of the request.