Requests - Email Notification to Team Mailbox

[AlexOnTheHill]

Hello,

I was wondering if there is a way to ensure that requests raised to a team notify both the user and that team's mailbox?

My initial interpretation of this was that once the call is raised I can add an email notification node to the business process or instruct the team to use notification settings to select email notification when a request is logged to the team but what they are looking for is that the members of the team and their team mailbox to be notified at the same time.

This team do not receive requests through the business process as they are a secondary support team and will not want notification of calls which will not be escalated to them.

They have been instructed to set team assignment email notifications but specifically want the notifications to go to the team mailbox.

I guess it's possible to create a dummy account using the team email address and add it to the team but we do not create generic accounts, seems more of a fudge than a solution.

Any help would be appreciated

Thanks in advance

Alex

 

[Steve Giller]

3 minutes ago, AlexOnTheHill said:

I was wondering if there is a way to ensure that requests raised to a team notify both the user and that team's mailbox?

This depends on what you are referring to as a "Team Mailbox"

Would I be correct in thinking this is external to Hornbill, e.g. a Microsoft Exchange Group or similar?

[AlexOnTheHill]

Thank you Steve,

This is a shared mailbox external to Hornbill

I can see how I can send an email to an external address but only to the primary team, not for the limited number of calls escalated to a secondary team.

[Steve Giller]

You can send an email to any address within the BPM, now this depends what you mean by "Escalated" ... is this simply assigned to another team, or is this an actual Escalation? (i.e. an increase in Priority or an action triggered by nearing an SLA breach)

Is it's assigning across to a specific Team is this something that could happen at any time, or is it at a specific point in the process?
If the Former you can achieve this by using an Auto Task on a Custom Button that assigns the Request and then emails the "Team Address" and if the latter you can (in the Business Process) check which group the Request has been assigned to and if it's this Team send the email.

[AlexOnTheHill]

Thank you, a custom button hadn't occurred to me and yes, it could be raised to a secondary team (no priority change) at any point.

The downside of the custom button would be that it would need to be selected manually but we will test and see how we get on, thank you!

[Estie]

Hi I'd be interested to know how to do this?: "if the latter you can (in the Business Process) check which group the Request has been assigned to and if it's this Team send the email."

Thanks

[AlexOnTheHill]

In the business process I think you would need to add a Hornbill automation to Get Request Details 

Among those details is the assigned team

Add a decision node and then branch off using assigned team equals [team name]

Then subsequent to that you can add your Hornbill automation node for sending the email then route the branch back to the no match branch

Note: the Get Request Details must be after the point the request is assigned to the team

I hope that helps  

[Estie]

Hi AlexOnTheHill,

Thank you for that, I am able to pick up the original team assigned to.  However, if a ticket is subsequently re-assigned to another team I would like to pick up the re-assigned team and send an email to their shared mailbox.  I thought that might be the same as what you are trying to do here.  I have tried adding another get request details node to the business process, but the original assigned team is always picked up.  I was previously told this wasn't possible.  So was interested to see your post and the original response from Steve, which suggested there may be a way to do this. 

[Steve Giller]

14 minutes ago, Stefania Tarantino said:

However, if a ticket is subsequently re-assigned to another team I would like to pick up the re-assigned team and send an email to their shared mailbox.

I am assuming here that this re-assignment can happen at any stage in the process.

If so:

• There is no option to design actions when an assignment (or other action) takes place.
• The notification emails sent when a Request is assigned to your team (if enabled) will be directed to the assigned email address of each Team Member.

What you can do is to create an Auto Task that assigns the current request to a specific Team, and also sends an email to a specific address (the shared mailbox) and assign it to a Custom Button.
If you do this the system has no way of enforcing the use of that button, however:

• The ability to assign Requests can be restricted (You may need a Custom Role for this)
• The Assign action item can be turned off so the only re-assign option is the Custom Button (Certain Roles can override this)

Note: If this applies to a single specialist team this can work as a practical option, but if there are a selection of teams that the request could be re-assigned to this is not a suitable method.