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Smart email improvment

Smart email improvment

Hello,

We want to have more mapping option when we configure a Smart Email integration in SMAX.

In SM it's possible to choose how to map email information with the ticket created (subject, body, email address,)

We would like to be able to map the email address of the sender and email of person in Copy of the email to keep the information in custom fields.

It would allow us to retrieve all the email addresses of the person in copy of the mail which created the request to notify them by example.

Thank you 

Best regards

Tags (1)
5 Comments
Micro Focus Expert
Micro Focus Expert

Need this for SM as well, even if it easilly been done by doing a simple JavaSript change to define a default contact.  A fix from support is required for SM9.52 to be able to Map the email address of the requester to the ticket.  OOTB, address mapping does not works even if the field is define.

Micro Focus Expert
Micro Focus Expert
Status changed to: Waiting for Votes

Thank you for sharing your idea! It’s open for comments and kudos, and we’re looking forward to input from the community. Once there is enough community traction, it will be further reviewed by the product team

Micro Focus Contributor
Micro Focus Contributor

Hi Gaetan, 

have you looked into the mapping options provided oob in SM as described here:  https://docs.microfocus.com/SM/9.60/Codeless/Content/smartemail/tasks/set_up_smart_email_integration.htm?Highlight=smart%20email%20mapping and/or in the SMIS mapping table?

 

tmognes Honored Contributor.
Honored Contributor.

E-mail of person(s) in Copy of the email, should automatically be registered as Followers if they are registered in SMAX.  Then they would benefit functionality already in SMAX regarding notifications.

Micro Focus Expert
Micro Focus Expert
Status changed to: Under Consideration

Thanks for all the votes and comments. We are looking into this as a future product enhancement. Check the notifications box to be emailed if the status changes.

@tmognes thank you for the interesting idea about following! 

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