Update Action Item

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Introduction

The Update Action within a request enables the manual updating on a particular request. Updates are recorded in the Timeline of the request to provide an audit trail.

Update Content

The Content of an update can be a combination of text, images or embedded multimedia, for example sharing a link to a youtube video, which can be viewed in the update from the timeline of the request.

Simply cut and paste the content, or link you wish to share in the content box. The following out of the box integrations are supported.

• Youtube
• Vimeo
• Prezi
• Vine
• Twitter
• Webm
• Gifv

Mentions

It is possible to @ mention a co-worker in an update on a request, and for that co-worker to receive a Hornbill notification of that mention, letting them know they have been mentioned and with a link back to the request.

• Simply type @ followed by the co-workers name to mention them in the update content box
• Co-workers will only be able to follow the link in a notification and view the request they are mentioned in, if they are part of a team which supports the service against which the request has been raised, and if they have the rights to view the particular request type. In addition if they have had their rights elevated by being added as a member to the request, they will also be able to view the individual request they have been mentioned in.

Visibility

Decide if the update action post on the timeline of the request will be customer facing or private to the team working on the request.