Sending messages on issues

The CatchMail allows you to send direct messages on help desk issues, by sending an email from your mail application.

The direct messages will be displayed on issues:

  • In the Help Desk Portal;
  • In the Desktop Application;
  • In the Customer Portal, for requesters.

The CatchMail feature must be set up (refer to Setting up the CatchMail feature).

The Helpdesk issue document type must be set up for the CatchMail feature (refer to Setting up the CatchMail parser).

In the issue, the conversation must be unblocked. If the conversation is blocked, you can unblock it from the Desktop Application by opening the simplified issue and going to Edit > Unblock the conversation.

Direct messages must be activated from the Desktop Application's setup, from Help Desk setup > Issues and tasks > Issue messages > Issue messages section > Activate messages for issues option.

The issue must be customer visible (refer to Header).

The email address of the person who sends the direct message must be entered:

  • Either in their employee record sheet: From the Desktop Application, go to People > Resources (Employees and Subcontractors) to open the employee and enter their email address under the Professional contact details section.
  • Or in the contact details of the customer contact: From the Desktop Application, go to People > Contacts to open the contact and enter their email address under the Contact details of the contact at Customer... section.

The employee must be linked to a user who has the DMF 141341 HELPDESK ISSUES ISSUE MESSAGES and/or 260107 HELP DESK PORTAL ISSUE MESSAGES ON ISSUE.

On the record sheet of the user linked to the employee, the Catchmail user option must be checked to give them the right to use the CatchMail.

Note

The employee can be linked to more users provided they do not have the required rights, because only one user must have them so that Akuiteo can determine who is performing the action.

The email address can also be entered in multiple employees but only one user must have the required rights.

The employee's partitioning must allow them to access the society of the issue (refer to Restricting user access).

The contact must be linked to an extranet user with the DMF 147012 HELPDESK EXTRANET ISSUE MESSAGES.

If the extranet user does not have the DMF 147001 HELP DESK EXTRANET INPUT FOR ANOTHER USER, they will be able to send direct messages only if they are the requester of the issues.

On the record sheet of the extranet user, the Catchmail user option must be checked to give them the right to use the CatchMail.

Note

The contact can be linked to more extranet users provided they do not have the required rights, because only one user must have them so that Akuiteo can determine who is performing the action.

The email address can also be entered in multiple contacts but only one user must have the required rights.

1 From your mail application, open the email writing screen.
2 In the recipient field, enter the email address configured to process the CatchMail.

Reference

To configure the information of the email address that processes the CatchMail, refer to Configuring the CatchMail from the Administration console.

3 In the email subject, enter the following information:
  • The number of the issue to which you want to send the direct message, in the #ISSUENUMBER format (ex: #23010203)
  • The following expression in lower or upper case: *message*

Note

  • Separate each element by a space character.
  • The order of elements in the subject is not important.
  • If needed, enter any additional information. None of what you enter in the subject will be displayed in the direct message.

Examples

The following subjects are valid:

  • #23010203 *message*
  • *message* #23010203
  • QA validation #23010203 *message*
  • #23010203 *MESSAGE* Feedback
4 In the body of the email, enter the content of the direct message. The body of the email must not exceed 4,000 characters.
5 Send the email.

The direct message is sent to the issue.

If the direct message could not be sent, you receive an email indicating the reason of the failure. If that is the case, ensure that you have respected all the prerequisites and that the object is correctly written.