ability to notify to a group mailbox from smartemail

Idea ID 1647413

ability to notify to a group mailbox from smartemail

This is a common requiement from many customer.  Some assignment group has a group mailbox.  There should be a generic ruleset that would sent notification to this mailbox if define and to all member if not define.  This would avoid tailoring and duplications of ruleset.

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Micro Focus Frequent Contributor
Micro Focus Frequent Contributor
Status changed to: Waiting for Votes
 
Micro Focus Frequent Contributor
Micro Focus Frequent Contributor
Status changed to: New Idea

@Gaétan Aumais

how would customer use a shared inbox of a group?

    • if just sending mail to the group mailbox as a notification which will no further actions, it’s no relationship with smart email. It should be normal email capability
    • If sending mail to the group mailbox which requires approve or other actions, it will be some relationship with smart email since there will be a reply back and we need to handle it in smart email side.
Micro Focus Frequent Contributor
Micro Focus Frequent Contributor
Status changed to: Waiting for Votes
 
Micro Focus Expert
Micro Focus Expert

Great idea

Micro Focus Expert
Micro Focus Expert

I mean notify the support group (assignment group) thru a share mailbox. 

Micro Focus Expert
Micro Focus Expert

Actually this request is about SM.  Sorry about the tittle being missleading, but the request is not only about Smart email ticket but any notification you may define.

When we create a notification via a RuleSet, we should be able to define the recipient as the assignment group mailbox.  Bottom line the request is about being able to define a group mailbox in the assignment table and to have the ability to use it as the recipient in RuleSet.

 

I hope this clarify the request.

 

Micro Focus Frequent Contributor
Micro Focus Frequent Contributor
Status changed to: New Idea

this idea has been accepted on our product roadmap, timing TBD. Subscribe to receive updates. (This is not a formal commitment, and subject to change)

Micro Focus Frequent Contributor
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Status changed to: Accepted
 
Regular Contributor.
Regular Contributor.
Status changed to: Delivered

Delivered in SM 9.63

Micro Focus Frequent Contributor
Micro Focus Frequent Contributor

From Service Manager 9.63 applications, the Assignment groups definition consists of both the Member Group Email field and the Approver Group Email field and you can type a valid group email address. When sending notifications, the system sends emails to this group email address only. Otherwise, if these fields are empty, the system separately sends the emails to each member in the assignment group.

Note: This function does not support all the Smart Emails with action buttons (such as the Approve, Deny, or Close buttons, and so on). The system separately sends the Smart Emails with action buttons to each member in the assignment group even though you have set a valid group email address in the Approver Group Email field.

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