IT Monkey:  

We've recently combined two free community apps, Action Log Notify and Notify Analyst, into one more complete app to solve every-day business challenges and further streamline your Service Request Management operations.

Notify Analyst includes all of the features you know and love from Action Log Notify, including the ability to:

-Notify the assigned to Analyst when an End User comment is added to the action log
-Notify the Affected User when an Analyst comment is added
-Automatically send email notifications to an Analyst or their associated support groups
-Send reassignment emails between Analysts

Effective August 1, 2017, Cireson's Action Log Notify app will no longer be supported. While you may continue to use it, we will no longer provide any support or updates to ensure compatibility with your other apps. We highly recommend downloading the Notify Analyst Community app to ensure business continuity and stability moving forward.

Analyst Email Replies Marked as Private

Amanda_FeesAmanda_Fees Customer IT Monkey ✭
We just installed the Action Log Notify app and it's amazing! However, we are running into an issue when Analysts respond to the notify emails. I think it would be easiest to explain as an example:

End User comments on Ticket within Portal
Email is sent to Analyst to let them know about the comment
Analyst replies to email with their own comment
Email is successfully processed, but for some reason Analyst comment is logged as "Private"
End User does NOT receive response (since Private=True)

Is there some setting that I need to change to so that an Analyst's comment via email is not logged as "Private" by default?

Best Answer

Answers

  • Brian_WiestBrian_Wiest Customer Super IT Monkey ✭✭✭✭✭
    This the is SCSM exchange connector processing the inbound replies. I had to provide training to the agents to either send the email to the end user and CC the workflow mailbox or reply via updating the portal. The SCSM connector takes any analyst email and marks private as it assumes the analyst already updated to user.
  • Amanda_FeesAmanda_Fees Customer IT Monkey ✭
    edited April 2017
    Thank you Joe! I stumbled upon that thread some time later. Your solution solved the issue perfectly. :)
  • Joe_BurrowsJoe_Burrows Cireson Devops Super IT Monkey ✭✭✭✭✭
    Awesome! We also use this workaround here at Cireson helps us. Respond to customers via email :)
This discussion has been closed.