6 Replies Latest reply on Nov 9, 2018 2:01 PM by dcogny

    Email Task

    Gazz Apprentice

      Hi

       

      I currently have a new starter SR which creates a few tasks for the Analysts to complete. One of the tasks is to email another division the details of the new starter including their email address once the account has been created.

       

      As we have many brands/companies they all use different domain names so the email addresses are not consistent which causes an issues when trying to automate this process.

       

      I am looking to simplify this process by creating an automated email within the SR with "To, Subject, Description" prepopulated (similar to how tasks are created). All the team will then need to do is alter the email address for the new starter in the description to show the full email address and send.

       

      Is this doable?

       

      tx

        • 1. Re: Email Task
          Expert

          Hi Gary,

           

          This is how I would do it:

          • Use the "Insert Child Object" Block
          • Set it up, making sure to include the "SaveDraft == true"

          • The Email should be added to the "Activity History" and ready to be edited and send:

          • Create a task for the analyst explaining what needs to be done (add the To: address and maybe tweak the text a bit)

           

          You might need to add a second boolean to the recipe (maybe the "IsAutogenerated") and change the Editing rules (not sure if it is OOTB, but right now we cannot edit emails not created by ourselves), setting the email to "Draft" AND "Autogenerated" would allow you a specific rule to permit anyone to edit the email (or maybe just the owner of the Service Request...).

          1 of 1 people found this helpful
          • 2. Re: Email Task
            philipp.reiser@uzin-utz.com Rookie

            Hi Daniel,

            I see in your 2ns Screenshot the section on the right for the email templates and signatures.

            Can you give me an manual how to set up this templates? 
            I also need this feature and do not know how it works.

             

            Many thanks to you,

            Kind regards,

            Philipp

            • 3. Re: Email Task
              Expert

              Hi Philipp,

               

              Those are new objects created by myself, you can have email templates as per HEAT:

              Knowledge base article #18255

               

              IIRC there was another article that explained it a bit better,but I could not find it. (EDIT: I found the link: How to add a pick list (drop-down box) on Journal.Email form which will trigger a corresponding Journal.Email quick action.   If you scroll down on that post I copy/pasted the way Ivanti recommends for email templates)

               

              My approach was different, the template is a new object linked to the employee, each employee can create their own templates with the HTML Editor:

               

              and then recover them when writing an email:

               

               

              And I used the same idea for signatures... I can go deeper in the explanation if you are interested, but for most the "Object template" approach should be enough.

               

              Let me know.

               

              Daniel Cogny.

              • 4. Re: Email Task
                philipp.reiser@uzin-utz.com Rookie

                Hi Daniel,

                I tried to build the E-Mail templates but it doesn´t work. Can you give me a deeper explanation how it works.

                Maybe you can send me a step by step manual for this. Screenshots would be helpful.

                Many thanks to you,
                Kind regards,
                Philipp

                • 5. Re: Email Task
                  Expert

                  I have nothing in writing, so I cannot give you something right now, but I will put together a "How To" and post it here. Should not take too long.

                  1 of 1 people found this helpful
                  • 6. Re: Email Task
                    Expert

                    Post converted to pdf and attached for migration.