Default Visibility for Emails

[will.good]

Hi,

When applying an email to a request from the inbox, I would expect the below setting to be used on the popup to control the default visibility but, it appears this is not working and when applying an email to a request manually from the inbox it goes through as customer visibility - how can we change this default?

app.email.routing.rules.default.visibility.update

 

Note, I'm aware that you can change this manually each time you add an email to request, but we want this default to be Team and not Customer

[Steve Giller]

The setting you're looking for is guest.ui.app.com.hornbill.servicemanager.operation.defaultVisibility.email

app.email.routing.rules.default.visibility.update applies to Auto Responder updates.

[will.good]

@Steve Giller this setting seems to apply to sending emails from a request from the email action?

I've changed this to Team, but it's only changed the visibility of the email action (which we want to set as customer) and has had no effect on the Apply to Request popup in the email inbox

[Steve Giller]

Hi @will.good

I'll double check this.

 

[will.good]

Hi @Steve Giller

is there any update on this at all? We've had the same question come up again today

[Steve Giller]

The description has been updated to clarify that it does what the setting name suggests:

app.email.routing.rules.default.visibility.update
The default visibility to use for the timeline update when updating a request from email via the Auto Responder

and

guest.ui.app.com.hornbill.servicemanager.operation.defaultVisibility.email
Default visibility value when emailing from a request or applying an email to a request

[will.good]

@Steve Giller

Under the assumption that there is no way to set a default for visibility here (when manually applying an email to a request) - can this be tagged as an enhancement please

[David Hall]

@will.good

Sorry for the delay in responding... as you indicated there is an issue with the default visibility not being set by the application setting.  I'll raise a problem record for it and we'll look to address this as soon as possible.

Kind regards,

Dave

[David Hall]

Hi @will.good

This a fix for this issue has been created and should be available in the next update of service manager.

Kind regards,

Dave

[will.good]

9 minutes ago, David Hall said:

Hi @will.good

This a fix for this issue has been created and should be available in the next update of service manager.

Kind regards,

Dave

Thank you!