Email Action Item: Difference between revisions
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This document can now be found at its new location in the [https://docs.hornbill.com/servicemanager-user-guide/service-portfolio/requests/email-action/ Hornbill Document Library]. | |||
[[file:hornbill-document-library.png|Email Action|link=https://docs.hornbill.com/servicemanager-user-guide/service-portfolio/requests/email-action/]] | |||
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==Introduction== | ==Introduction== | ||
The Email Action within a request enables the sending of emails directly from the request to any recipient that you wish to communicate with regarding that particular request. Email communication sent from a request is captured in the Timeline to help track and view all outbound emails send about that request. | The Email Action within a request enables the sending of emails directly from the request to any recipient that you wish to communicate with regarding that particular request. Email communication sent from a request is captured in the Timeline to help track and view all outbound emails send about that request. | ||
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== Related Articles == | == Related Articles == | ||
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:* [[Connections Action Item]] | :* [[Connections Action Item]] | ||
:* [[Service_Manager_Business_Process_Workflow#Access_Control|Access Control - Lock / UnLock Action Items]] | :* [[Service_Manager_Business_Process_Workflow#Access_Control|Access Control - Lock / UnLock Action Items]] | ||
[[File:Emailactionitem.png|right|350px|link=https://wiki.hornbill.com/images/b/b7/Emailactionitem.png]] | [[File:Emailactionitem.png|right|350px|link=https://wiki.hornbill.com/images/b/b7/Emailactionitem.png]] | ||
== Mailboxes == | == Mailboxes == | ||
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== Message Editor == | == Message Editor == | ||
Depending on the [[#Settings|settings]] configured in Service Manager there are two options for the Message Editor | |||
=== Template Editor === | |||
[[File:Emailactioneditor.png|right|350px|link=https://wiki.hornbill.com/images/7/7e/Emailactioneditor.png]] | [[File:Emailactioneditor.png|right|350px|link=https://wiki.hornbill.com/images/7/7e/Emailactioneditor.png]] | ||
The E-mail action has a built-in editor to allow you to format your emails before sending. A tool bar is provided with an number of options to help you compose the perfect email. | The E-mail action has a built-in editor to allow you to format your emails before sending. A tool bar is provided with an number of options to help you compose the perfect email. | ||
* Format the font by applying different font types and colours | * Format the font by applying different font types and colours | ||
* Include links including the ability to embed links into selected text | * Include links including the ability to embed links into selected text | ||
* Add images, either by pasting or providing a URL to an image source | * Add images, either by pasting or providing a URL to an image source | ||
* Add bullets, numbering, subscript and superscript text | * Add bullets, numbering, subscript and superscript text | ||
* | * Automatically loads the associated email template to allow to manage any unresolved variables by removing, editing, updating. | ||
=== Text Editor === | |||
This is a more simplistic version of the editor which provides a plain text editor that simply injects the text into a defined email template behind the scenes. | |||
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These settings allow you to configure the use between having the full Template Editor or a simple Text email. | These settings allow you to configure the use between having the full Template Editor or a simple Text email. | ||
:* '''app.email.request.operation.composerType''' | :* '''app.email.request.operation.composerType''' | ||
:: This setting has a choice of three options that lets you determine which email editor is used | |||
::* '''''Template Editor''''' | ::* '''''Template Editor''''' | ||
::: Sets the Email Action to use the Email Template Editor and Preview. | ::: Sets the Email Action to use the Email Template Editor and Preview. | ||
::* '''''Message Text''''' | ::* '''''Message Text''''' | ||
::: Sets the Email Action to use the basic Text field editor | ::: Sets the Email Action to use the basic Text field editor. It is mandatory that the email templates that are used when this setting is selected contain the variable <nowiki>{{message}}</nowiki> is positioned where the text is to be included on the email. | ||
::* '''''Analyst Setting''' | ::* '''''Analyst Setting''' | ||
::: Allows each user to select and switch between both editors | ::: Allows each user to select and switch between both editors. It is mandatory that the email templates that are used when this setting is selected contain the variable <nowiki>{{message}}</nowiki> is positioned where the text is to be included on the email. In the case where the user uses the Template Editor, if the <nowiki>{{message}}</nowiki> variable is included in the template, it will be automatically removed for the user. | ||
:* '''app.email.request.operation.templateEditor''' | :* '''app.email.request.operation.templateEditor''' | ||
:: If | :: If set to ''On'', it will default to the Email Template Editor, false shows the old message text. This setting is used when the ''app.email.request.operation.composerType'' is set to ''Analyst Setting'' | ||
:* '''app.email.request.operation.templateSelectable''' | :* '''app.email.request.operation.templateSelectable''' | ||
:: | :: When the Email Template Editor is enabled, this setting will allow a user to select from a list of available Email Templates. | ||
== Timeline == | == Timeline == | ||
When an email has been sent, a record of the email is posted to the request timeline. To view the content of the sent email, select '''View Email''' from the more menu option on the timeline post. | When an email has been sent, a record of the email is posted to the request timeline. To view the content of the sent email, select '''View Email''' from the more menu option on the timeline post. | ||
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Latest revision as of 22:46, 1 February 2024
This document can now be found at its new location in the Hornbill Document Library.