Difference between revisions of "Update 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/update-action/ Hornbill Document Library]. | ||
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| + | [[file:hornbill-document-library.png|Update Action|link=https://docs.hornbill.com/servicemanager-user-guide/service-portfolio/requests/update-action/]] | ||
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{{Breadcrumb|[[Main Page|Home]] > [[Service Manager]] > Update Action|Service Manager}} | {{Breadcrumb|[[Main Page|Home]] > [[Service Manager]] > Update Action|Service Manager}} | ||
{{Section| | {{Section| | ||
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== Supported Content == | == Supported Content == | ||
=== Links and Embedded Content === | === Links and Embedded Content === | ||
| − | [[File:YouTubeActionUpdate.png|right|400px|thumb|<div align="center">'''Media can be embedded in the request timeline'''</div>]] | + | [[File:YouTubeActionUpdate.png|right|400px|thumb|link=https://wiki.hornbill.com/images/e/e3/YouTubeActionUpdate.png|<div align="center">'''Media can be embedded in the request timeline'''</div>]] |
The timeline of a request supports text, image, and embedded multimedia / hyperlinks. Simply cut and paste the content, or link you wish to share in the content box. Examples include: | The timeline of a request supports text, image, and embedded multimedia / hyperlinks. Simply cut and paste the content, or link you wish to share in the content box. Examples include: | ||
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<br> | <br> | ||
===Customer Email Notifications=== | ===Customer Email Notifications=== | ||
| − | Email notifications can be sent to the customer of the request each time an Update is added with the visibility level of ''Customer''. These emails can contain links back to originating request to allow the customer to read and respond to the updates. This is a great way to keep the customer up to date. | + | Email notifications can be sent to the customer of the request each time an Update is added with the visibility level of ''Customer''. These emails can contain links back to originating request to allow the customer to read and respond to the updates. Subsequent comments that are made below a customer visible update will also provide an email notification to the customer This is a great way to keep the customer up to date. |
{{Infobox|'''Setup''' <br>It is important that the following has been set up in order for the customer to receive the updates by email. | {{Infobox|'''Setup''' <br>It is important that the following has been set up in order for the customer to receive the updates by email. | ||
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::* '''Email Template Setting''' | ::* '''Email Template Setting''' | ||
::: If you want to create a new email template for this purpose, update the [[System Settings|system setting]] '''guest.app.requests.notification.emailTemplate.customerTimelineUpdate''' with the name of the new email template. | ::: If you want to create a new email template for this purpose, update the [[System Settings|system setting]] '''guest.app.requests.notification.emailTemplate.customerTimelineUpdate''' with the name of the new email template. | ||
| + | ::* '''Email Notification Setting'''. | ||
| + | ::: This setting '''guest.app.requests.notification.emailMailbox''' defaults to ''helpdesk'' on installation. This needs to be changed to the name of the mailbox that you wish to use for notifications from Service Manager. | ||
::* '''Notify Customer''' | ::* '''Notify Customer''' | ||
::: Enable the '''''Notify Customer''''' option on the [[Services_Request_Configuration#Incident_Configuration|Request Action configuration]] | ::: Enable the '''''Notify Customer''''' option on the [[Services_Request_Configuration#Incident_Configuration|Request Action configuration]] | ||
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{{infobox|Updating linked requests is a one way update. If updates are made on the updates in the linked requests, the originating request will not have visibility of these comments.}} | {{infobox|Updating linked requests is a one way update. If updates are made on the updates in the linked requests, the originating request will not have visibility of these comments.}} | ||
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| − | + | [[Category:HDOC]] | |
| − | [[Category: | ||
Latest revision as of 22:41, 1 February 2024
This document can now be found at its new location in the Hornbill Document Library.
