Email Client in "Compose" section in Record View by default

[Simon38]

Hi all

We're using CSM/FSM Configurable Workspace for both Incidents and Cases. I would like to have the mini Email client active by default in the Compose section of a record. At the moment the Email tab only appears when an agent clicks the reply button on an Email in the activity stream.

Is there a way to activate this by default?

We're running Vancouver.

Thank you for your help!

Cheers

Simon

[Simon38]

Hi Marina

I figured it out. When you create the variant you can set conditions when the variant should be applied, in my case the condition is 'table=sn_customerservice_case' therefore the variant is only applied on records of this table. I duplicated the variant and set the condition to 'table=incident' and now it works on incident records.

I didn't test if you can have only one variant for both tables.

Hope this helps!

Br

Simon

[Daniel Choisser]

I've followed these steps but the Email option still does not show up in the Compose component, we are on the Washinton D.C. release.  After activating it (CSM Default Record page was inactive by default) Do I need to deactivate any other pages, or move it higher in the order?

[Simon38]

Hi Daniel

You need to make sure the correct variant is loaded. Is the CSM Default Record page inactive?

This is what it looks like on my instance. I use two variants, one for the sn_customerservice_case table and one for the incident table. The rest is inactive.

 

[Daniel Choisser]

Yes CSM Default Record page is inactive while our new variant is active. Also for the table in the variant conditions if I specify table=sn_customerservice_case does that expand to the extended tables for custom case types if they are built off the base case table?

[MichaelZischeck]

interesting... I figured out in the latest version it's there automatically.

Do you happen to know differences between the different Record pages? Specifically between CSM default record page and record default