Tag/Mention user in an inbound email
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
07-25-2024 10:14 AM
How to mention or tag a user when an agent update an incident through email.
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
07-25-2024 03:37 PM
Hmm... I think the wording in the requirement is ambiguous. Tagging somebody automatically sends out an email. So, you ITIL agent already has everything set up OOB. 😊
You only have to let your client know how to tag somebody from the worknotes
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
07-25-2024 03:45 PM
Tagging someone in the work notes is OOB I know. However, the requirement is that the agent should be able to mention/tag someone in the email sent from his/her outlook
Hope I am clear now.
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
07-25-2024 03:48 PM
hmm... in your inbound action, update the worknotes with @username and it should work
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
07-25-2024 03:51 PM
Okay. I will try this out. Thanks
