Difference between revisions of "Email Action Item"
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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]. | |
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| − | + | [[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]] | ||
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[[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 | ||
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| + | === 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. | ||
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* 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. |
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| + | === 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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Use the drop down option to set the visibility level for the email action in the timeline of the request. If the email was not for the customer of the request, and you did not wish for the customer to see the email action via their self service view, you can set the visibility level to '''Team''' | Use the drop down option to set the visibility level for the email action in the timeline of the request. If the email was not for the customer of the request, and you did not wish for the customer to see the email action via their self service view, you can set the visibility level to '''Team''' | ||
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| + | == Settings == | ||
| + | These settings allow you to configure the use between having the full Template Editor or a simple Text email. | ||
| + | :* '''app.email.request.operation.composerType''' | ||
| + | :: This setting has a choice of three options that lets you determine which email editor is used | ||
| + | ::* '''''Template Editor''''' | ||
| + | ::: Sets the Email Action to use the Email Template Editor and Preview. | ||
| + | ::* '''''Message Text''''' | ||
| + | ::: 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''' | ||
| + | ::: 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''' | ||
| + | :: 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''' | ||
| + | :: 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.
