8 Replies Latest reply on Sep 11, 2018 12:52 AM by nspeed

    Email communications from an prior email replacing the from address (reply, reply all, forward)

    ggarcia@marchofdimes.org Apprentice

      When we open a ticket in the system as an analyst we have the ability to view prior email communications that have been sent regarding the ticket.

      At the top of the prior communications are buttons to reply, reply all and forward.

      Clicking any of those will replace the from address with the analysts email address.

      We don't have our system setup to route emails as analysts, instead it can only route from our main service desk email address. Secondly, we would prefer to have these emails come from the service desk email account so that any replies to these emails can be tracked through the listener.

       

      2 options which I was hoping to get some advice on:

      1) is there a way to remove the reply, reply all and forward buttons from the top of the prior communications?

      2) is there a way to default the from address when using the reply, reply all and forward buttons to be the service desk system email?

       

      emailOptions.png

        • 1. Re: Email communications from an prior email replacing the from address (reply, reply all, forward)
          Jonathan.Schmidt SupportEmployee

          These are simply buttons on the form that run actions on the Journal.Email object.  You can remove them from the form if so desired or change the behavior of the action by editing it in the Email workspace's Edit Actions page:

           

          Here you can see the OOTB "Forward" action does utilize $CurrentUserEmail() for the From line.

           

          • 3. Re: Email communications from an prior email replacing the from address (reply, reply all, forward)
            nspeed Apprentice

            Why do I have to add the field "FromAddr" in the Reply quick Actions?

             

            OOTB the fromaddr field is not changed.

            so I thought the Initialization Rule for Journal#Email.FromAddr should fill in the email address, of the BO (like [email protected])

            but it uses the loggedin Emailaddress????

             

            It works like in the screenshot below, but like that I have to alter 4 locations if another BO is added (could be forgotten).

             

            • 4. Re: Email communications from an prior email replacing the from address (reply, reply all, forward)
              Jonathan.Schmidt SupportEmployee

              Hi nspeed,

               

              That's not a familiar problem to me, but that's not necessarily saying much as this challenge is usually addressed in build out and design before it would reach me at support.

              You might run a rule trace to track down the exact logic that populates these fields.

               

              Jon

              • 5. Re: Email communications from an prior email replacing the from address (reply, reply all, forward)
                nspeed Apprentice

                Thank you for the idea with the rule trace.  (I did not know about that)

                 

                I clicked on reply in our UAT environment with demo data and until today in read only mode, so I think without changes.

                (I just used paint to change the names)

                 

                fromaddr should be no-reply_{Tenant}@it.com, but it is [email protected]

                 

                 

                in the trace log I have

                Initialization Rule for Journal#Email.FromAddr (Default): Journal.Email[1].FromAddr = 'no-reply_{Tenant}@it.com'

                but then

                Set ordered value Journal.Email[1].FromAddr = '[email protected]'

                 

                Do you know where the set ordered value comes from?

                 

                 

                 

                 

                 

                 

                complete trace log:

                2018-09-10T09:03:51: Insert Journal.Email (9B24E22E4DBF4FF7A4D4825C977AA2A2)

                Execute CloneObject action 'Reply' on 'Journal.Email'

                   Set ordered value Journal.Email[1].SentOn = '9/10/2018 9:03:39 AM'

                   --Journal.Email[1] state changed to Initialization

                   Initialization Rule for Journal#Email.RecId (Default): Journal.Email[1].RecId = '9B24E22E4DBF4FF7A4D4825C977AA2A2'

                   Initialization Rule for Journal#Email.CreatedDateTime (Default): Journal.Email[1].CreatedDateTime = '9/10/2018 9:03:51 AM'

                   Initialization Rule for Journal#Email.CreatedBy (Default): Journal.Email[1].CreatedBy = 'MyName'

                   Initialization Rule for Journal#Email.JournalType (Default): Journal.Email[1].JournalType = 'Email'

                   Initialization Rule for Journal#Email.Category (Default): Journal.Email[1].Category = 'Outgoing Email'

                      Set Journal.Email[1].Category_Valid = '079449CD8C0040E7B580AD0DFFAC76FB'

                   Initialization Rule for Journal#Email.Owner (Default): Journal.Email[1].Owner = ''

                      Set Journal.Email[1].Owner_Valid = ''

                   Initialization Rule for Journal#Email.OwnerTeam (Default): Journal.Email[1].OwnerTeam = ''

                      Set Journal.Email[1].OwnerTeam_Valid = ''

                   Initialization Rule for Journal#Email.OwnerType (Default): Journal.Email[1].OwnerType = ''

                   Initialization Rule for Journal#Email.Incoming (Default): Journal.Email[1].Incoming = 'False'

                   Initialization Rule for Journal#Email.FromAddr (Default): Journal.Email[1].FromAddr = 'no-reply_{Tenant}@it.com'

                   Initialization Rule for Journal#Email.Processed (Default): Journal.Email[1].Processed = 'True'

                   Initialization Rule for Journal#Email.FromDN (Default): Journal.Email[1].FromDN = 'My Name'

                   Initialization Rule for Journal#Email.IsNewRecord (Default): Journal.Email[1].IsNewRecord = 'True'

                   Initialization Rule for Journal#Email.IsAutoGenerated (Default): Journal.Email[1].IsAutoGenerated = 'False'

                   Initialization Rule for Journal#Email.UnreadTransition (Default): Journal.Email[1].UnreadTransition = 'False'

                   Initialization Rule for Journal#Email.ToAddrList (Default): Journal.Email[1].ToAddrList = ''

                   Initialization Rule for Journal#Email.HasAttachments (Default): Journal.Email[1].HasAttachments = 'False'

                   Set Journal.Email[1].JournalType = 'Email'

                   --Journal.Email[1] state changed to Initialized

                   Set ordered value Journal.Email[1].MessageId = ''

                   Set ordered value Journal.Email[1].Incoming = 'False'

                   Set ordered value Journal.Email[1].Processed = 'True'

                   Set ordered value Journal.Email[1].CalculatedCategory = 'Incoming Email'

                   Set ordered value Journal.Email[1].LastSendMailError = ''

                   Set ordered value Journal.Email[1].LastSendMailErrorAdmin = ''

                   Set ordered value Journal.Email[1].SendMailAttempts = ''

                   Set ordered value Journal.Email[1].HasAttachments = 'False'

                   Set ordered value Journal.Email[1].Category_Valid = '3E773463E6484B66A979270F07CC4CB6'

                      Set Journal.Email[1].Category = 'Incoming Email'

                      Calculation Rule for Journal#Email.CalculatedCategory: Journal.Email[1].Category_Valid → CalculatedCategory = 'Incoming Email'

                   Set ordered value Journal.Email[1].JournalType = 'Email'

                   Set ordered value Journal.Email[1].Owner_Valid = ''

                   Set ordered value Journal.Email[1].Owner = ''

                   Set ordered value Journal.Email[1].OwnerTeam_Valid = ''

                   Set ordered value Journal.Email[1].OwnerTeam = ''

                   Set ordered value Journal.Email[1].OwnerType = ''

                   Set ordered value Journal.Email[1].ParentLink_Category = 'Incident'

                      Calculation Rule for Journal#Email.ToAddrList: Journal.Email[1].ParentLink_Category → ToAddrList = ''

                   Set ordered value Journal.Email[1].ParentLink_RecID = '0F8940C97B8D4831BFA5B89DBC2038F2'

                      Set Journal.Email[1].ParentLink = '0F8940C97B8D4831BFA5B89DBC2038F2'

                      Calculation Rule for Journal#Email.ToAddrList: Journal.Email[1].ParentLink_RecID → ToAddrList = '[email protected]'

                   Set ordered value Journal.Email[1].TypeAlias = ''

                   Set ordered value Journal.Email[1].PublishToWeb = ''

                   Set ordered value Journal.Email[1].AttachmentName = ''

                   Set ordered value Journal.Email[1].AttachmentExtension = ''

                   Set ordered value Journal.Email[1].AttachmentData = ''

                   Set ordered value Journal.Email[1].IsUnRead = 'True'

                   Set ordered value Journal.Email[1].ParentOwner = 'FRS_Jyothi'

                   Set ordered value Journal.Email[1].Category = 'Outgoing Email'

                      Set Journal.Email[1].Category_Valid = '079449CD8C0040E7B580AD0DFFAC76FB'

                      Calculation Rule for Journal#Email.CalculatedCategory: Journal.Email[1].Category → CalculatedCategory = 'Outgoing Email'

                   Set ordered value Journal.Email[1].FromAddr = '[email protected]'

                   Set ordered value Journal.Email[1].ToAddrList = '[email protected]'

                   Set ordered value Journal.Email[1].CCAddrList = ''

                   Set ordered value Journal.Email[1].BCCAddrList = ''

                   Set ordered value Journal.Email[1].Subject = 'RE: test'

                   Set ordered value Journal.Email[1].EmailBody = 'test'

                   Set ordered value Journal.Email[1].EmailBodyType = ''

                   Set ordered value Journal.Email[1].MessageSent = 'False'

                   Set ordered value Journal.Email[1].IsNewRecord = 'True'

                   Set ordered value Journal.Email[1].IsAutoGenerated = 'False'

                      Calculation Rule for Journal#Email.CalculatedCategory: Journal.Email[1].IsAutoGenerated → CalculatedCategory = 'Outgoing Email'

                   Set ordered value Journal.Email[1].FromDN = 'My Name'

                --Transaction state changed to AfterCommit

                --Journal.Email[1] state changed to AfterCommit

                --Journal.Email[2] state changed to AfterCommit

                --JournalCategory[1] state changed to AfterCommit

                --JournalCategory[2] state changed to AfterCommit

                --Incident state changed to AfterCommit

                • 6. Re: Email communications from an prior email replacing the from address (reply, reply all, forward)
                  nspeed Apprentice

                  Sorry, forgot to delete the "From Email ID" form the Quickaction "Reply"

                   

                  now I get '[email protected]' but it should be 'no-reply_{Tenant}@it.com' in the FromAddr field

                  still not right, and I still dont know where it comes from

                   

                   

                  deleted "From Email ID"

                   

                   

                   

                   

                  Trace LOG

                   

                     Initialization Rule for Journal#Email.Incoming (Default): Journal.Email[1].Incoming = 'False'

                    Initialization Rule for Journal#Email.FromAddr (Default): Journal.Email[1].FromAddr = 'no-reply_{Tenant}@it.com'

                     Initialization Rule for Journal#Email.Processed (Default): Journal.Email[1].Processed = 'True'

                     Initialization Rule for Journal#Email.FromDN (Default): Journal.Email[1].FromDN = 'My Name'

                     Initialization Rule for Journal#Email.IsNewRecord (Default): Journal.Email[1].IsNewRecord = 'True'

                     Initialization Rule for Journal#Email.IsAutoGenerated (Default): Journal.Email[1].IsAutoGenerated = 'False'

                     Initialization Rule for Journal#Email.UnreadTransition (Default): Journal.Email[1].UnreadTransition = 'False'

                     Initialization Rule for Journal#Email.ToAddrList (Default): Journal.Email[1].ToAddrList = ''

                     Initialization Rule for Journal#Email.HasAttachments (Default): Journal.Email[1].HasAttachments = 'False'

                     Set Journal.Email[1].JournalType = 'Email'

                     --Journal.Email[1] state changed to Initialized

                     Set ordered value Journal.Email[1].FromAddr = '[email protected]'

                     Set ordered value Journal.Email[1].MessageId = ''

                     Set ordered value Journal.Email[1].Incoming = 'False'

                     Set ordered value Journal.Email[1].Processed = 'True'

                     Set ordered value Journal.Email[1].CalculatedCategory = 'Incoming Email'

                     Set ordered value Journal.Email[1].LastSendMailError = ''

                     Set ordered value Journal.Email[1].LastSendMailErrorAdmin = ''

                     Set ordered value Journal.Email[1].SendMailAttempts = ''

                     Set ordered value Journal.Email[1].HasAttachments = 'False'

                     Set ordered value Journal.Email[1].Category_Valid = '3E773463E6484B66A979270F07CC4CB6'

                        Set Journal.Email[1].Category = 'Incoming Email'

                        Calculation Rule for Journal#Email.CalculatedCategory: Journal.Email[1].Category_Valid → CalculatedCategory = 'Incoming Email'

                     Set ordered value Journal.Email[1].JournalType = 'Email'

                     Set ordered value Journal.Email[1].Owner_Valid = ''

                     Set ordered value Journal.Email[1].Owner = ''

                     Set ordered value Journal.Email[1].OwnerTeam_Valid = ''

                     Set ordered value Journal.Email[1].OwnerTeam = ''

                     Set ordered value Journal.Email[1].OwnerType = ''

                     Set ordered value Journal.Email[1].ParentLink_Category = 'Incident'

                        Calculation Rule for Journal#Email.ToAddrList: Journal.Email[1].ParentLink_Category → ToAddrList = ''

                     Set ordered value Journal.Email[1].ParentLink_RecID = '0F8940C97B8D4831BFA5B89DBC2038F2'

                        Set Journal.Email[1].ParentLink = '0F8940C97B8D4831BFA5B89DBC2038F2'

                        Calculation Rule for Journal#Email.ToAddrList: Journal.Email[1].ParentLink_RecID → ToAddrList = '[email protected]'

                     Set ordered value Journal.Email[1].TypeAlias = ''

                     Set ordered value Journal.Email[1].PublishToWeb = ''

                     Set ordered value Journal.Email[1].AttachmentName = ''

                     Set ordered value Journal.Email[1].AttachmentExtension = ''

                     Set ordered value Journal.Email[1].AttachmentData = ''

                  • 7. Re: Email communications from an prior email replacing the from address (reply, reply all, forward)
                    Jonathan.Schmidt SupportEmployee

                    Hi nspeed,

                     

                    Ordered values come from the quick action being run.  Normally this is a "Send Email" for outbound email.  In your screenshots it appears you are using a clone action type.  Given that, I'd think that the clone action is picking up the FromAddr field of the Email you are clicking this action button on.  With a clone action the initialization rule will be superseded by the data from the original record you are cloning (which then may be superseded by anything defined for that field within the action itself.

                     

                    Does that make more sense?

                     

                    Jon

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                    • 8. Re: Email communications from an prior email replacing the from address (reply, reply all, forward)
                      nspeed Apprentice

                      AAAh, clone

                       

                      "... it appears you are using a clone action type …"

                       

                      That is OOTB, not my idea.

                       

                      So I can either use the OOTB solution with changing the fromaddr in each quick action

                      or create my own quickactions without clone and let the business rule fill in the fromaddr

                       

                      Thanks