Email analyst when userupdates a call from Employee self service portal

[Anthony Albon]

When a user updates a call in the employee portal, the analyst gets a notification in Hornbill. How do I change it so that they also get an email to say there is an update to the call?

 

Thanks

[Steve Giller]

If you review this wiki article it should explain the various options.

If you have any further questions after that please post back here and we can answer any queries.

[Anthony Albon]

Thanks Steve,

 

It looks like I need to update guest.app.requests.notification.notificationType.portalUpdate but it is already set to BOTH

[Victor]

@Anthony Albon there are also other settings that come into play with notifications... check "Email Notification Prerequisites" and "User Defined Notification Settings" sections on the wiki article.

[nasimg]

I'm getting reports the portal update notification is not working - I'm trying to find out when this started (as its been fine).

Is anyone able to confirm they are getting them (our other notifications are working ok)

Nasim

[David Paler]

I've also had reports this week from agents saying they are not getting e-mail notifications when customers update the request.

I also had another agent report yesterday that the status is not updating in their list view when the customer updates?

[nasimg]

Hi @David Paler

I think the notification and status updates are related - I've raised this with Hornbill Support and this will hopefully be fixed soon

Nasim

[Victor]

@all

This is now confirmed as a defect, whereby (basic) users updating their request via the portal will not trigger the request owner notification (assuming the notifications are correctly set and enabled). The fix for this defect will be available in the next SM app update.