Service Desk/Outbound Email - Revision history

Dcowan: page moved to confluence

2018-05-08T07:55:23Z

page moved to confluence

Dcowan: we do not map sms action types to this service type - removing reference to sms

2018-02-09T04:46:05Z

we do not map sms action types to this service type - removing reference to sms

Dcowan: updated page

2017-10-18T06:31:55Z

updated page

Dcowan: added clarification that we do not support updating tickets by email

2017-09-04T00:50:11Z

added clarification that we do not support updating tickets by email

Scarpenter at 06:30, 24 July 2017

2017-07-24T06:30:06Z

Scarpenter: /* Testing the Event */

2017-07-24T06:19:42Z

‎Testing the Event

Scarpenter at 06:18, 24 July 2017

2017-07-24T06:18:52Z

Scarpenter: /* Usage */

2017-07-24T06:03:05Z

‎Usage

Scarpenter: /* Create the Event Template */

2017-07-24T05:59:51Z

‎Create the Event Template

Scarpenter: /* Configuration */

2017-07-24T05:59:28Z

‎Configuration

← Older revision		Revision as of 07:55, 8 May 2018
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−	~~{{DISPLAYTITLE: Outbound Email for Service Desk}}~~	+	This page has [https://resources.emersion.com/display/EKB/Outbound+Email moved]
−	~~= Overview =~~
−	~~Service Desk Outbound Email is an optional extension to the Service Desk Module. It provides the ability for service providers to notify end users by email of a new note being entered against a ticket~~
−
−	This extension handles ''outbound'' email only. A different extension handles inbound email notifications for the Service Desk. If you would like more information on the Service Desk Outbound Email extension, please contact Emersion Sales.
−
−	~~Once the module is enabled for your service provider account, you will need to perform some configuration to get it up and running.~~
−
−	~~== Special Note ==~~
−	~~Emersion do not currently support "updating", or adding a comment to, an existing service desk ticket by way of email reply to an outbound message. <br />~~
−	~~An end user can respond by logging into the end user portal, navigate to <strong>Service Desk > <em>Click Service Desk Ticket ID</em> > Add Note > Send</strong>~~
−
−	~~= Configuration =~~
−	~~This section describes how to configure Cumulus to allow the system to send automatic email updates to end users upon creating a new note against a service desk request.~~
−
−	~~== Prerequisites ==~~
−	~~Upon subscription to the module, Emersion will map the '''Notify Service Ticket Updated''' [[Events\|system event type]] to your service provider account for each [~~[~~Account_Management/Account_Profiles\|account profile]] you have.~~
−
−	~~You can then create [[SystemEvents/Templates\|event templates]] for each account profile.~~
−
−	~~== Create the Event Template ==~~
−	~~Service providers will need to customise a new [[SystemEvents/Templates\|email template]]. Once the template is ready, enable the event.~~
−
−	~~To begin creating and customising your template go to the following location(s):~~
−
−	* NAV: ~~'''Events > Templates > Email'''~~
−
−	~~It is recommended to choose the ''Default Account Recipient''.~~
−
−	~~For the subject, we suggest starting with the ticket ID event variable to populate the subject line with the ticket ID. <br~~ />
−	* For example: <span style="text-decoration: underline;">Ticket %%serviceRequestId%% %%summary%% has been updated</~~span>~~. ~~<br />~~
−	If you are utilising ticket queue email prefixes (''to enable email responses to existing tickets to automatically add notes''), the subject will have <code>[<email-prefix>\|<ticket-id>]</code> prepended to any existing text or variable output. <br />
−	* For example --> <span style="text-decoration: underline;">SUP\|12345678 Your ticket about %summary% has been updated.</~~span>~~
−
−	~~[[File:Events outbound 001.png\|800px\|]]~~
−
−	~~== Enable the Event ==~~
−	~~Before you can use the event, it must be enabled. For more comprehensive help regarding events and event templates, click the links below.~~
−
−	~~= Testing the Event =~~
−	~~Once the event is enabled with a template configured, service providers can test it using the basic process below.~~
−
−	Most customers will at least one test customer (end user) account to aid in activities like training and troubleshooting. Other times, Emersion create a test customer under your service provider account for the purposes of support. If you have an exiting test account, use this for the testing of the event. If we have done this, it will most likely named "Emersion Test". If you do not have a test account, create one and give it any name you like.
−
−	Then, before you create or update any tickets, first ensure that the Primary Contact's email address is set to an email address that you have access to, such as a personal email address, or an email mailbox you set up purely for testing. Either will work, as long as you can log into it and send/~~receive emails from it.~~
−
−	~~Once you have your mailbox and test customer ready, use the following procedure.~~
−	~~------~~
−	~~Test Procedure~~
−	~~------~~
−	* Create a [[Service_Desk/~~Create\|new service desk ticket]] for this account.~~
−	* Save the ticket.
−	* Go back into the ticket and add a note.
−	* Fill out your note and change the status, as appropriate.
−	* Ensure you have the '''Customer visible?''' checkbox enabled.
−	* You will now see a new checkbox '''Send this response to the customer'''. <span style="text-decoration: underline; color: red;">This checkbox MUST be enabled for the event to send an email to the customer.
−	* Click '''Save'''
−
−	~~[[File:Events outbound 002.png]]~~
−
−	~~An email will be sent to the customer via our standard events system. You can monitor this via '''Events > Message Queue >~~ Email ~~Queue''' and filter on the account ID you are testing. The '''Notify Service Ticket Updated''' event type will appear in the results.~~
−
−	'''''!! Important !!''''' If the system is experience heavily load (such as at the start of the month when the majority of service providers are in the middle of a bill run), be aware could be several minutes before you see the email message.
−
−	If you do not see the email message within 30 minutes, review your set up carefully and re-test after making any configuration adjustments. If you need further assistance, raise a ticket with us and include the details of your test case. We will be pleased to assist.
−
−	~~= See Also =~~
−	* [[Events\|Events]]
−	* [[SystemEvents/Templates\|Creating Event Templates]]
−	* [[Account_Management/Account_Profiles\|Account Profiles]]

@@ Line 24: / Line 24: @@
 To begin creating and customising your template go to the following location(s):
-* NAV: '''Events > Templates > Email'''; OR <br />
+* NAV: '''Events > Templates > Email'''
 It is recommended to choose the ''Default Account Recipient''.

@@ Line 29: / Line 29: @@
 It is recommended to choose the ''Default Account Recipient''.
-For the subject, we suggest starting with the ticket ID event variable to populate the subject line with the ticket ID. For example: <span style="text-decoration: underline;">Ticket %%serviceRequestId%% %%summary%% has been updated</span>.
+For the subject, we suggest starting with the ticket ID event variable to populate the subject line with the ticket ID. <br />
 [[File:Events outbound 001.png|800px|]]

← Older revision		Revision as of 00:50, 4 September 2017
Line 6:		Line 6:

	Once the module is enabled for your service provider account, you will need to perform some configuration to get it up and running.		Once the module is enabled for your service provider account, you will need to perform some configuration to get it up and running.
		+
		+	== Special Note ==
		+	Emersion do not currently support "updating", or adding a comment to, an existing service desk ticket by way of email reply to an outbound message. <br />
		+	An end user can respond by logging into the end user portal, navigate to <strong>Service Desk > <em>Click Service Desk Ticket ID</em> > Add Note > Send</strong>

	= Configuration =		= Configuration =

@@ Line 11: / Line 11: @@
 == Prerequisites ==
-Upon subscription to the module, Emersion will map the '''Notify Service Ticket Updated''' [[Events|system event type]] to your service provider account for each [[account profile]] you have.
+Upon subscription to the module, Emersion will map the '''Notify Service Ticket Updated''' [[Events|system event type]] to your service provider account for each [[Account_Management/Account_Profiles|account profile]] you have.
 You can then create [[SystemEvents/Templates|event templates]] for each account profile.
@@ Line 35: / Line 35: @@
 Once the event is enabled with a template configured, service providers can test it using the basic process below.
-Most customers will at least one test customer (end user) account to aid in activitesd like trainign and troubleshooting. Other times, Emersion create a test customer under your service provider account for the purposes of support. If you have an exiting test account, use this for the testing of the event. If we have done this, it will most likely named "Emersion Test". If you do not have a test account, create one and give it any name you like.
+Most customers will at least one test customer (end user) account to aid in activities like training and troubleshooting. Other times, Emersion create a test customer under your service provider account for the purposes of support. If you have an exiting test account, use this for the testing of the event. If we have done this, it will most likely named "Emersion Test". If you do not have a test account, create one and give it any name you like.
 Then, before you create or update any tickets, first ensure that the Primary Contact's email address is set to an email address that you have access to, such as a personal email address, or an email mailbox you set up purely for testing. Either will work, as long as you can log into it and send/receive emails from it.
@@ Line 62: / Line 62: @@
 * [[Events|Events]]
 * [[SystemEvents/Templates|Creating Event Templates]]

@@ Line 51: / Line 51: @@
 * Click '''Save'''
-[[File:Events outbound 002.png|thumbnail]]
+[[File:Events outbound 002.png]]
 An email will be sent to the customer via our standard events system. You can monitor this via '''Events > Message Queue > Email Queue''' and filter on the account ID you are testing. The '''Notify Service Ticket Updated''' event type will appear in the results.

@@ Line 32: / Line 32: @@
 Before you can use the event, it must be enabled. For more comprehensive help regarding events and event templates, click the links below.
-= Usage =
+= Testing the Event =
-Now that you have the event and message template configured and enabled, it's time to test it out.
+Most customers will at least one test customer (end user) account to aid in activitesd like trainign and troubleshooting. Other times, Emersion create a test customer under your service provider account for the purposes of support. If you have an exiting test account, use this for the testing of the event. If we have done this, it will most likely named "Emersion Test". If you do not have a test account, create one and give it any name you like.
-Most customers will have some sort of test account with their own details for the purposes of testing things like events. Make sure you have access to the email address configured against the Primary Contact of the account you choose to test with.
+Then, before you create or update any tickets, first ensure that the Primary Contact's email address is set to an email address that you have access to, such as a personal email address, or an email mailbox you set up purely for testing. Either will work, as long as you can log into it and send/receive emails from it.
-* Create a new service desk ticket against this account (Customer > Service Desk > Create Ticket For Customer)
+Once you have your mailbox and test customer ready, use the following procedure.
-* Click on the ID of the new ticket and then the '''Add Note''' tab
+------
-* Fill out your note and possibly change the status, as appropriate
+Test Procedure
-* Ensure you have the '''Customer visible?''' checkbox enabled
+------
 * You will now see a new checkbox '''Send this response to the customer'''. <span style="text-decoration: underline; color: red;">This checkbox MUST be enabled for the event to send an email to the customer.
 * Click '''Save'''
@@ Line 47: / Line 53: @@
 [[File:Events outbound 002.png|thumbnail]]
-An email will be sent to the customer via our standard events system. You can monitor this via <span style="text-decoration: underline;">Events > Message Queue > Email Queue</span> and filter on the account ID you are testing. You are looking for the '''Notify Service Ticket Updated''' event type in the results (if the system is heavily loaded, it could be several minutes before you see the email message process).
+An email will be sent to the customer via our standard events system. You can monitor this via '''Events > Message Queue > Email Queue''' and filter on the account ID you are testing. The '''Notify Service Ticket Updated''' event type will appear in the results.
 = See Also =
 * [[Events|Events]]
 * [[SystemEvents/Templates|Creating Event Templates]]

← Older revision		Revision as of 06:03, 24 July 2017
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	That's all there is too it. Most of the work is configuring your email template and ensuring staff leave the correct flags enabled when responding to tickets.		That's all there is too it. Most of the work is configuring your email template and ensuring staff leave the correct flags enabled when responding to tickets.
	A suggestion is to enable the customer visible flag by default. You can set this in your mailbox config or when creating a new service desk request.		A suggestion is to enable the customer visible flag by default. You can set this in your mailbox config or when creating a new service desk request.
		+	= See Also =
		+	* [[Events\|Events]]
		+	* [[SystemEvents/Templates\|Creating Event Templates]]

@@ Line 27: / Line 27: @@
 For the subject, we suggest starting with the ticket ID event variable to populate the subject line with the ticket ID. For example: <span style="text-decoration: underline;">Ticket %%serviceRequestId%% %%summary%% has been updated</span>.
-[[File:Events outbound 001.png]]
+[[File:Events outbound 001.png|800px|]]
 == Enable the Event ==