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| − | {{DISPLAYTITLE: Outbound Email for Service Desk}}
| + | This page has [https://resources.emersion.com/display/EKB/Outbound+Email moved] |
| − | = Overview =
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| − | 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
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| − | 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. | |
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| − | Once the module is enabled for your service provider account, you will need to perform some configuration to get it up and running.
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| − | = Configuration =
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| − | 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.
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| − | == Prerequisites ==
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| − | 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.
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| − | You can then create [[SystemEvents/Templates|event templates]] for each account profile.
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| − | == Create the Event Template ==
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| − | Service providers will need to customise a new [[SystemEvents/Templates|email template]]. Once the template is ready, enable the event.
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| − | To begin creating and customising your template go to the following location(s):
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| − | * NAV: '''Events > Templates > Email'''; OR <br />
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| − | * NAV: '''Events > Templates > SMS'''
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| − | It is recommended to choose the ''Default Account Recipient''.
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| − | 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>.
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| − | [[File:Events outbound 001.png|800px|]]
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| − | == Enable the Event ==
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| − | Before you can use the event, it must be enabled. For more comprehensive help regarding events and event templates, click the links below.
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| − | = Testing the Event =
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| − | Once the event is enabled with a template configured, service providers can test it using the basic process below.
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| − | 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.
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| − | 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.
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| − | Once you have your mailbox and test customer ready, use the following procedure.
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| − | ------
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| − | Test Procedure
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| − | ------
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| − | * Create a [[Service_Desk/Create|new service desk ticket]] for this account.
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| − | * Save the ticket.
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| − | * Go back into the ticket and add a note.
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| − | * Fill out your note and change the status, as appropriate.
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| − | * Ensure you have the '''Customer visible?''' checkbox enabled.
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| − | * 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.
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| − | * Click '''Save'''
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| − | [[File:Events outbound 002.png]]
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| − | 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.
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| − | '''''!! 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.
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| − | 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.
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| − | = See Also =
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| − | * [[Events|Events]]
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| − | * [[SystemEvents/Templates|Creating Event Templates]]
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