Service Portal Email Widget

erikbartholdy · ‎02-28-2017

In the list of widgets OOB for the Service Portal, there seems to be no Mailwidget?

if you send a mail from the back, "standing in the Incident" this will OOB not be shown in the portal.

And there is no way you could answer the mail from the portal.

it would be helpfull, if you, on the portal could se the mails related to the Case/ticket. And better if you could se the attachments to the mails as well. And even better if you could answer the mails from the portal.

Anyone with experience on this?

Jace Benson · ‎05-31-2018

So a few things to consider.

1. The activity stream on the portal, and I assume the related methods to get that data, don't get the notifications details. So to do this you'd have to create your own activity widget or ticket conversation widget.

2. The oob ticket conversation widget is limited to 100 "boxes" or interactions based on the system property 'glide.service_portal.stream_entry_limit'. That can be changed, but its limited to a defined number. So this just means the need to create your own widget is still needed as that is not a good user experience. If you exceed that limit the oldest message currently just disappear. No indicator that there is more.

A way to do this would be to write to the comments of the record in the inbound action for each email, then because they are comments they would show up.

Best of luck.

erikbartholdy · ‎05-31-2018

thanks, I had forgotten this question 🙂

it would still be nice if OOB activity stream/conversation on portal had the possibillity to include mails

br Erik