Sent/Recieved Emails in Ticket Conversations widget

[Simon Christens]

Hi Community

Is there anyone in here who have tried to incorporate the "Sent/Recieved Emails" functionality into the Ticket Conversations widget?

The obvious upside for this is that if you do not copy email content into comments its still possible for the end user to see mails back and forth.

Regards

Simon

[Simon38]

Hi Sarvan

I found the issue, the cloned widget did not have any roles assigned. I added the snc_external and snc_interal role and now it works. Thank you very much for your help!

Cheers

Simon

[SarvanKumar]

Hi Simon,

You need to clone the "Standard Ticket Tab" widget. Then, see the attached image and replace the cloned "Ticket Conversation" widget ID. Finally, replace the "Standard Ticket Tab" widget in the page editor with your cloned "Standard Ticket Tab" widget. If you have any doubts, please feel free to ask.

[Simon38]

Hi Sarvan

one more problem popped up 🙂 When I use the cloned widget with your code, for some reason I can't send additional comments via the portal, the text field is missing

Any idea?

Cheers

Simon

[SarvanKumar]

Hi Simon38,

Don't replace my full code; only change the necessary code from the attached zip file. The OBB widget code might have been updated.

Thanks!

[Dennis Braun]

Hello Sarvan,

thanks for sharing your code for displaying emails in the Service Portal!

I have implemented the code in the cloned Ticket Conversations widget in my PDI.
The email records are displayed, but the content of the emails is not displayed.

Is there any ACL or property that needs to be enabled !

Best regards
Dennis

UPDATE:

I found out that the sanitiseHtmlContent function is causing the error.

Apparently something has changed in the widget in the current PDI.

I have therefore simply replaced the ::sanitiseHtmlContent(e.values) with ::e.values.

Now it seems to work.