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

[SarvanKumar]

Hi Dennis Braun,

If you are using PDI, there is no need to give ACL for the admin user. Just configure inbound and outbound emails. Once check below attached image. Check if your incident has any email activity.

Additionally, you need to clone the "Standard Ticket Tab" widget and use your cloned "Ticket Conversation" widget ID in the cloned "Standard Ticket Tab" widget. If you have any doubts, please feel free to ask me.

Thanks!

[msowmiya]

Hi Sarvan,

I am trying to use the code file which you have shared. but it is not giving the desired results. 

Can you guide me what exactly needs to be updated on the Ticket conversations widget (server-side, client, html, css).

Thanks,

Sowmiya M 

[msowmiya]

Hi Dennis, 

Can you share the list of changes you have made for this implementation..

[SUMI-SNOW1]

@Dennis Braun and @SarvanKumar 

Hi Both, 

Thank you for your efforts.

I have used the zip file and replaced the code. Also updated the cloned widget on the Standard Ticket widget which is cloned too.

I do not see any difference on the Activity tab on the Portal view.

Regarding your update point 'replaced the ::sanitiseHtmlContent(e.values) with ::e.values.' can you clarify this?

I noticed only one place where this '::sanitiseHtmlContent(e.value)' is used.

Other places it is used like ::sanitiseHtmlContent(e.xyz etc..), I mean with different field names/values

So, you want me to replace everywhere?

Can you please share the entire updated code again?

Do I need to amend any other settings to appear these emails on the portal activity tab please?

Many thanks,

Sumanth

[SUMI-SNOW1]

Please ignore my previous comment.

I've managed to make it work. The Emails are appearing on the Activity tab now.

Just struggling to amend the CSS. Attached is the screenshot.