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Yes it should be. The first step is to get adding notes from email working. In mail manager there is a phrase you can put at the start of an incident and if seen, this will cause a note to be added. You also have to change the mail mappings to include adding notes and I generally change the phrase from update: to RE Incident and make sur all emails going out to the customer start with Incident. That way when they reply, the note should be added. Get that working first.
Then make sure the Add note action is available at the with customer status as a non-optional action and instead of just looping back to the with customer status, you can make it go elsewhere. You could even look for some special text in the email using a lifecycle condition.
Thanks for this Dave.
I managed to get the inbound mail to add a note to the incident.
I then managed to change the process so when then the inbound e-mail adds the note it looped back to the required status.
This is great but we still need to be able to add normal notes when the incident is at Awaiting Customer, and not to loop back to In Progress.
So now 'all' you have to do is create what you might call a wrapper action. Call it something like add analyst note. It collects the same data as a note and when you use it in the process, follow it with an automatc action Add Note which does a value type copy of all the fields. Since this new action is a different action to a note, you can make the process do different things. Remember to give privs to this new action!
The same wrapper action idea can be used in lots of places e.g. Assign to Self which just assigns a process to whoever the person is that runs the actions.
Request you please help me with steps for achieving this. We have similar requirement to be fulfilled.
Take a look in your incident process and in particular the 'Awaiting Customer Response' status. You will see an Add Note action followed by a decision that checks if the email title contains a given nonsensical keyword. You could replicate this.
All you need to do is add a mailto: link in your outbound email that contains the nonsensical value in the subject line (along with the update keyword.
In order to progress your incident further we require the following information from you:
To provide this information via email, click here. YOU WOULD PUT YOUR MAILTO TAG HERE
Alternatively, click here to provide the information via our Self Service Portal.
For your information, we will remind you again after five, ten and fifteen days from the date of this email. If we do not hear from you after that point we will resolve this incident.
Here is the Visio from v1.3 of your process:
Hope that helps?
Changing the Send Reply on to None should prevent that from happening.
Unfortunately, it is not possible to strip the email signature out of the message before it is entered as a note etc.
Thank you !