Ability to email from Actions to Linked Tickets
Currently, if a Case and a Ticket are Linked, you can only email from the Case to the Ticket (and vice versa), as emailing from the Action only becomes an option after this email chain has started.
It would be ideal to be able to email from the Actions to the Linked Ticket as this is what users are picking up and working from, not the case.
As well, when emailing from the Ticket, it would be great to have the option to email to individual Actions within the Case (I.e a list of open actions are present when selecting the work item to share the email with).
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Tracy Nolan
Hi is there any update on this request - we also have similar scenarios now with onboarding our IOM teams. the case is started by a different. Actions are managed by the main team but if an email is sent out on a linked ticket the comms comes back into case with new information marker but is assigning back to case starter as the linked ticket can only be started at case level. can we have an update if you think this could come in a future upgrade?
Kamal Saran
Merged in a post:
Internal Communication - in Actions
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Amber Hayes
We would like the functionality to allow for communications between Tickets and Case Actions, also Cases and Case Actions (both for between the same Case and for between different Cases) and finally providing Action to Action communications (again between the same Case and for between different Cases)
The functionality would ideally work like linked Tickets insofar as using the “Packet Reference” as the “To” or “BCC” email address instead of using a normal email address or the mailbox.
There are multiple use cases where this scenario arises a few of these are;
1. Linked Tickets having only the ability to communicate with the parent case – when ordinarily the need is to communicate at the Action Level
2. Where Actions within the same Case are managed by different teams and these teams need to communicate with each other. Currently the user needs to independently setup a ticket which is cumbersome and open to risk and delays as it’s a separate piece of work. Adding notes simply doesn’t work due the risk of these being missed and they do not re-awaken an action from “Wait” status
3. Where Cases and Sub-Cases exist there is often an need to communicate between the two – again the system doesn’t allow for this
The above product limitations result in the very complex business processes have to use different methods and work-arounds to communicate and pass relevant information around the business.
This request is similar to one logged by Orlando Martel with the title 'Ability to email from Actions to Linked Tickets'.
Thanks,
Amber
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Claudine Richardson
Great to hear your perspective, Amber Hayes! I have a few more questions for you:
- Can you provide specific examples of the types of communications that need to occur between Tickets, Cases, and Actions?
- Could you elaborate on the risks and delays associated with the current system of setting up independent tickets for communication?
- Can you provide more details on the 'Wait' status and how the proposed functionality would improve its efficiency?
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Amber Hayes
- We have a case, where two teams need to be involved. So each team owns a separate action, they need to communicate with one another
If there is a case belonging to Team A who works on most of the actions, but Team B owns one action in that case. And Team B need to communicate internally with another team in Enate, Instead of Team Bs internal communications getting lost in the case main page it would be better if they could carry out internal communication from their action
- it causes complications/confusions because now the user is monitoring a ticket and a case and an action, to internally communicate.
- If there was the ability to internally communicate with Actions, then once an internal communication comes into an Action it will be taken of Wait and a new information icon with e turned on
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Claudine Richardson
Hello! I have a few more questions for you:
- Can you provide more context on how often users need to email from Actions to Linked Tickets?
- Could you clarify the benefits of having the option to email individual Actions within the Case?
- Are there any specific scenarios where the current email functionality is causing issues or inefficiencies?