James Gallally Posted October 7, 2020 Share Posted October 7, 2020 Hi, Can anyone tell me what setting I need to enable so that when a customer send through an email update to an incident, the update is visible to the customer. Currently it is set to Team only. Thanks James Link to comment Share on other sites More sharing options...
Victor Posted October 7, 2020 Share Posted October 7, 2020 @James Gallally it would be one of these two depending if the customer email was automatically applied to the request by routing rules or was applied manually by an analyst: Note: if the email is added manually, also check guest.ui.app.com.hornbill.servicemanager.operation.defaultVisibility.update (in case SM is using this to set the visibility for manual email updates) 1 Link to comment Share on other sites More sharing options...
James Gallally Posted October 7, 2020 Author Share Posted October 7, 2020 @Victor That is exactly what I was looking for! Thanks for the quick response. James Link to comment Share on other sites More sharing options...
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