Martyn Houghton Posted May 12, 2016 Share Posted May 12, 2016 We have a multiple shared mailboxes for different branded services we supply, with our analysts working across them all. When sending an email from the request how do we select which one is used when the analyst updates the request? Cheers Martyn Link to comment Share on other sites More sharing options...
Hornbill Staff DR Posted May 12, 2016 Share Posted May 12, 2016 Hi Martyn, Thanks for your post. when an analyst has the rights to multiple shared mailboxes, there will be an additional pick list that becomes available above the "To:" field when sending an email from within a request. The analyst can select the mailbox from which the email will be sent. It is also possible to specify a "Default" shared mailbox which will ensure this pick list initially presents the mailbox most favoured by the analyst. This can be set via the main Mailbox view, click on the desired mailbox and click the "Set as Default" button that is located beneath the list of folders. Dan Link to comment Share on other sites More sharing options...
Martyn Houghton Posted May 16, 2016 Author Share Posted May 16, 2016 Dan Thanks for your quick reply, I give it a go. Cheers Martyn Link to comment Share on other sites More sharing options...
Guest gregmarcroftorc Posted June 29, 2016 Share Posted June 29, 2016 Hi Daniel, I think this was previously working for us but it does not seem to be working properly at the moment. From the attachments you can see that ORC Customercare is supposed to be the default mailbox and emails should automatically send from there, otherwise it would say "set as default". However, we have the copy mailbox (shortly going to be removed), and when I send an email update from within an existing ticket, the sent email address is defaulting to copy. Do you know why this is? Thanks Greg Link to comment Share on other sites More sharing options...
Victor Posted June 29, 2016 Share Posted June 29, 2016 The default mailbox set in your screenshot is used when the email is sent from the mailbox. When the email is sent from within a request then the source mailbox comes from this Service manager application setting: guest.app.requests.notification.emailMailbox Link to comment Share on other sites More sharing options...
Guest gregmarcroftorc Posted June 30, 2016 Share Posted June 30, 2016 Thanks Victor. Can you advise on what mailbox name needs to be entered? The mailbox is showing as being called ORC Customercare in the live.hornbill site, but on the Business Process we use, the mailbox name for that is called mailbox_customercare I updated the setting above to be mailbox_customercare but it doesn't seem to have worked. Greg Link to comment Share on other sites More sharing options...
Victor Posted June 30, 2016 Share Posted June 30, 2016 Actually it seems the issue you experience has a different root cause. The ORC Customercare mailbox - i.e. mailbox_customercare has two associated addresses: "support_copy" and "support". The default one is set currently to "support" (you can check the if you edit the ORC Customer care mailbox and go to "Addresses" tab). I need to have a bit more thorough look into this but it seems to be a defect because the default email address when sending emails should be the address configured as default and not the first address in the list. A quick workaround (if possible in your instance) is to remove (at least for the time being) the "support_copy" email address associated to ORC Customercare mailbox and have only "support"... EDIT: confirmed the mailbox incorrect behavior when having more than one associated address, the source mailbox list will not have the default one as "default". I advised our developers of the issue. Link to comment Share on other sites More sharing options...
Daniel Dekel Posted August 30, 2016 Share Posted August 30, 2016 Hi @Martyn Houghton IDOX Group , The problem PM00142208 was fixed and is now in Live. Please let me know if you find further issues. Thanks, Daniel. Link to comment Share on other sites More sharing options...
Guest gregmarcroftorc Posted September 13, 2017 Share Posted September 13, 2017 Hi @Victor, a similar issue seems to have arisen again and I am not sure how to correct it. Please can you advise? We have 2 support email addresses we send from. These are support and supportau. When I am within the support mailbox and I click forward on an email outside of the request (which we need to do regularly), the default 'from' email address is automatically selecting supportau instead of support. It's as if the default setting has reverted to supportau for some reason. It seems fine when clicking reply, it automatically selects support, but we need support set as default for both reply and forward when emailing from the support mailbox. Thanks Greg Link to comment Share on other sites More sharing options...
Daniel Dekel Posted September 13, 2017 Share Posted September 13, 2017 Hi @gregmarcroftorc, We've identified the problem last week and it is already fixed. You will be able to get the fix in our next build next week. Thanks, Daniel. Link to comment Share on other sites More sharing options...
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