8 Replies Latest reply on May 15, 2016 8:36 PM by elysey

    Can Heat send emails to Tech's when customer replies to information request?

    joelwgray Rookie

      We are a new Heat customer..  The current flow does not let the tech's know when the customer provides information.

      It would be nice to notify them so they don't have to comb through all their tickets.

       

      Thanks!

        • 1. Re: Can Heat send emails to Tech's when customer replies to information request?
          elysey Apprentice

          Hi Joel

           

          Being a new HEAT customer, I'm presuming you're running 2015.2?

           

          There's multiple ways to implement this however the most common that i've used in the past are summarised below, implemented only on the incident object (service request requires more but hopefully the summary below will give you a good base line on other possible solutions you can try if you want to implement it on the SR business object as well)

           

          • New Incident Notes via Self Service
            • Have a flag on the Incident object that is set to true when a new note is added.  You can do this by altering the existing business rule called "Add Notes from Self Service Incident" and adding an extra step in the composite action to update the incident.  From there, you can either utilise this new field to highlight the records on the grid so agents can see whether there are any new notes on an incident that's been added by the customer or utilise this field to trigger a business rule to email the incident owner.
          • New Email response on the Incident
            • On the Journal.Email business object, create a business rule that is triggered when a new record has been inserted that is a type of Incoming Email.  The BR will trigger a Run for Child quick action that is set to run a quick action on the child Incident record to either send an email to the incident owner or again set a specific flag to true

           

          Hope this helps

          3 of 3 people found this helpful
          • 2. Re: Can Heat send emails to Tech's when customer replies to information request?
            florian1 Expert

            Another Option for email responses: Use the Tenant email Status mapping and send emails within the quick action.

            I really like this feature!

             

            1 of 1 people found this helpful
            • 3. Re: Can Heat send emails to Tech's when customer replies to information request?
              daveb1 Apprentice

              Hi Joel

              We decided to create a dashboard.  It included 4 parts, 2 for Notes and 2 for Email and were broken into 'My Team' and just 'My'.  The saved searches filtered the last 4 days worth of items to keep the list manageable.  We considered the idea that Elyse suggested, the challenge was getting the analysts to unflag the items once they have read the notes or email thru a quick action.

              • 4. Re: Can Heat send emails to Tech's when customer replies to information request?
                SusanJS Specialist

                Hi Joel,

                 

                We have this implemented like this:

                1. There is a text/memo field in Incident called NewNotes.  This was OOTB for us, but if you don't have it, you can easily create it.
                2. Add a Triggered rule in Incident to trigger on initialization and update of that field and add the following composite action (If you already have a rule "Add Notes for Self Service Incident" then just modify that one or if you want to create your own, just make sure the rules don't interfere with each other.):
                  1. The rule adds the contents of the NewNotes field into a new Note.
                  2. The rule then creates an email to the owner or team including the contents of the NewNotes field.
                3. Add the NewNotes field to the Self Service form as a place to have your customers send notes to your Techs.

                 

                We also use this same process for our Service Desk to contact the Techs regarding a ticket.

                 

                Hope that helps.

                - Susan

                • 5. Re: Can Heat send emails to Tech's when customer replies to information request?
                  tjordan Rookie

                  Hi there,

                   

                  I am following these instructions and have 1 component working (yay me!)

                  I'm stuck on this part:

                  New Incident Notes via Self Service

                  • Have a flag on the Incident object that is set to true when a new note is added.  You can do this by altering the existing business rule called "Add Notes from Self Service Incident" and adding an extra step in the composite action to update the incident.  From there, you can either utilise this new field to highlight the records on the grid so agents can see whether there are any new notes on an incident that's been added by the customer or utilise this field to trigger a business rule to email the incident owner.

                  What field did you update and what with and how did you configure the new business rule?

                   

                  Thanks in advance, still learning

                  • 6. Re: Can Heat send emails to Tech's when customer replies to information request?
                    elysey Apprentice

                    Hi Joel

                    There's another thread that is also talking about a similar approach to notifying incident owners when an incoming response has arrived.  Link below:

                    Attach email to incoming email notification

                    • 7. Re: Can Heat send emails to Tech's when customer replies to information request?
                      tjordan Rookie

                      Hi Elyse,

                       

                      It was me that asked for more details. I have the journal entry working for the tech's to get an email once their job has been replied to via email.

                      Where i am still struggling is getting the self service update to then update the techs.

                       

                      Thanks,

                      • 8. Re: Can Heat send emails to Tech's when customer replies to information request?
                        elysey Apprentice

                        Ah! Got cross eyed reading the forums then My mistake

                         

                        The solution above has a slightly different purpose and that is to highlight the highlight records on the Incident list that has had any notes added via self service.  However as yours is a simple email, this is a quick configuration change.

                         

                        So on the Incident object, alter one of the existing business rules called "Add Notes for Self Service Incident"

                         

                         

                        Go through the business rules clicking next until you get to the step were you can alter a composite action

                         

                        From there, you can then add a step to Send an email to the tech

                         

                        Hope this helps