Hornbill How To: Email

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The following is a complete list of the Email "How To" guides, hints, tips and videos that have been created to aid in the configuration and usage of the system.

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Routing Rules - Call Logging

This How To guide is meant to be used in conjunction with the Email Routing Rules guide on https://wiki.hornbill.com/index.php/Email_Routing_Rules and https://wiki.hornbill.com/index.php/Routing_Rule_Templates

If for example you run a Servicedesk that work from 9 - 5, during working hours they can log tickets from email and phone calls. But out of hours it becomes tricky because the emails pile up and have to be processed in the morning by the first few analysts to log in. To make this admin task easier, Routing Rules were developed. Emails that are sent into a particular mailbox are processed by Hornbill and calls are automatically logged with a particular Service, assigned to a specific team and invoke different linked business processes that are associated to your service and/or catalog items without human intervention. Thereafter, email notifications are sent to the team to inform them that a call has been logged and assigned to their team.

The Email Routing Rules provide a way of automating the delivery and actions that occur on emails that are received into Hornbill. In the scenario where a request is updated via email (applied by an analyst or by the routing rules) assuming the application setting “guest.app.requests.notification.notificationType.emailUpdate” is enabled, the owner of the request will get an email notification. Currently, this email notification cannot be chosen and it is system generated.

The same is true for a customer update originating from the portal. Assuming the application setting “guest.app.requests.notification.notificationType.portalUpdate” is enabled, the owner of the request will get an email notification. Currently, this email notification cannot be chosen and it is system generated.

If people are receiving the “Call Logged” emails that are different from the generic system emails, this could be because they have specified this within the service.