Revision as of 17:58, 29 June 2017

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 of service desk request note updates via email

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.

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

Emersion will map the Notify Service Ticket Updated system event type to your default account profile when you are granted access to this extension. If other account profiles are required to have this event type mapped, please contact Emersion Support.

The first step in the configuration is to ensure you have a email message template created for this mapped event type and enabled the action mapping.

NAV: Events > Templates > Email > Create New Email Template

It is recommended to select 'Default Account Recipient' as the Recipient and a Subject along the lines of: %%serviceRequestId%% %%summary%% has been updated.

Now simple ensure you enable the action mapping.

NAV: Events > Templates > Mapping > Edit

Select Enabled from the Active Status. It is also recommended to ensure Extended Event Logging is also Enabled.

Usage

Now that you have the event and message template configured and enabled, it's time to test it out.

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.

• Create a new service desk ticket against this account (Customer > Service Desk > Create Ticket For Customer)
• 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
• Ensure you have the Customer visible? checkbox enabled
• You will now see a new checkbox Send this response to the customer. This checkbox MUST be enabled for the event to send an email to the customer.
• Click Save

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. 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).

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.