manage snippets Snippets doesn't appear for Email Updates

[Sahana. Shenoy]

Hi,

I have created few Snippets and Area of visibility have set it to All in (HB-Support-SS) and made it available for all Services. (Please find the screenshot below). But even after that when I try to use this Snippet for replying to an email from the System Timeline, I do not see the Snippets created.   

Regards,Sahana

 

When I try to use the Created Snippets for the Email Updates, I could not see them, it says No Templates found.

[James Ainsworth]

Hi @Sahana. Shenoy

Thanks for your post.

When you say All, do you mean that you have added all the services to the list of services that it is available to?

For this to be available to all services you will need to add all the services individually to the box where you see Technical, Desktop Support, and Test. Is this what you have done?

[Sahana. Shenoy]

Hi @James Ainsworth thanks for the response.

Yes, I have selected the service name in the drop-down list. In addition have created another Snippet where I have selected the Teams, but unfortunately none appears when I want to use them for Email Responses. (Please find the 3rd screenshot)

Screenshot 1- For Services

Screenshot 2- For Teams

 

[James Ainsworth]

Hi Sahana,

Sorry, I should have noticed from your original screenshot what was happening.  

These options, including the email button, are only for the actions that are visible on a request.  

I just noticed that your from your screenshot that you are looking for the snippet when composing a new email from the Email View that is outside of the request.  These are two separate areas of Hornbill and they don't share the same snippets.  

You will need to look under the Email Action on a request to see your shared snippet with the service.