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As part of our new starter process we would like to send the customer of the ticket , which is created in the flow, an email with details of the account that has been created.

ideally, this can not be captured within the ticket because it will need to contain a password.

The parameters we need to send as part of the email are input parameters to the script. The only way i can see to send an email is through an email template which I assume we cannot use ITOM runbooks variables to set information

Could anyone suggest the best way of sending this customer communication??

many thanks

Andy

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Hi @AndyGilly You are correct in that ITOM variables cannot be used to directly populate a email template, as the template data is sourced from a call record.  In order to use a ITOM variable you would be required to store the ITOM variables value within a custom field on the requests record.  The email template would then be able to extract the data on generation of the email.

As you are intending to deliver password information within the email, it should be noted that the outgoing email would also be accessible via an email copy in the mailbox sent items folder.

I am not sure if there is any other mechanism that be used for mail delivery within the Hornbill platform that can be used within the BPM or a Runbook.  There is a Cloud Automation that enables emails to be sent via Office 365 that may be feasible. 

I will also see if I can get some further information from the team with regards to any other options available, as this not an area that I specialise in.

Regards,

Ricky

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@AndyGilly, I will certainly pass the request onto the Dev team and will also get back to you when I get some feedback regarding any other possible methods that may be available, that I am not aware of.. 

Ricky

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Hi @AndyGilly have raised it with development and it has been added to the list. Unfortunately I was not able to find another method apart from storing the required data within a custom field on a request and using the Service Manager email via the Hornbill Automation node.

Ricky

 

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  • 2 weeks later...

Hi @AndyGilly, we have now released a Direct email feature that can be utilised within a Hornbill Business Process including ITOM Runbooks:

Release Announcement: 

This feature is accessible via the Hornbill Automation node:

image.png

Regards,

Ricky

 

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