add linked asset information to an email

[Teresa Ward]

In a request that reports lost/stolen equipment we have an asset node so that the customer can link their asset to the request. We'd like to be able to email that information out to our data governance people but I can't see a way of adding any asset details into an email. Our data governance team are not Hornbill analysts so can't view the call directly

[Steve Giller]

This is not available, mainly because although you may be linking a single asset, there are potentially an unlimited number that could be linked to a Request.

We can make things like the Owner or the Customer available to email templates, as there are only one of these per request (at any one time) but this is not practical when there are multiple possible values.

It may be worth adding the Data Governance team as Connections for these requests.

[Teresa Ward]

thanks, that makes sense.

We had thought of connections but we'd have to add each member of the team and that would have to be amended as team members changed unless there is a more efficient way of doing it

[Steve Giller]

If you could add your support (and possibly your business case) to this thread

it will help the Team to prioritise it within the existing queue.
Customer engagement is not the only factor, of course, but it does influence the priority.

[Teresa Ward]

done

[Adrian Simpkins]

Hi Teresa, 

We had the same issue for IG authorisations so we found the easiest solution was to setup an IG team in Hornbill, and setup User accounts for our IG members. This means of course the whole request is available for IG to look at including any captured asset data. Of course this is dependent on you having enough spare licences to do this - we have 3 IG members, 1 for each of our sites, and these have not changed since setup so not really had any admin overhead.

Many thanks

Adrian

 

 

[Teresa Ward]

yes, that is another option - to save licences we could perhaps set up a contact to alert their shared mailbox and then they would need to login as that external contact to view the request, would save a bit of money if it works!