Enduser – view mail history

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  • #350
    ms
    Keymaster

    Hello all In using our ServiceDesk the enduser has the possibility to communicate with the supporter either through Enduser web or by sending/replying mails directly to the servicedesk. However on the Enduser web it is not possible for the enduser to view the mail history. This is possible for the supporters using the POB client, but the tab is missing on the Enduser web. My question to all of you is therefore: Are we the only ones who are “allowing” the endusers to send mail to POB and if not: does any of you not see this missing mail tab on the Enduser web as a problem? Best regards, Michael Dydensborg

    #351
    ms
    Keymaster

    We also allow our enduser to open and communicate with POB via E-Mail and web front end.
    At the web front end we do not allow to show into the E-Mail history of each case. Be aware, that you usually have also internal mails in the E-Mail history.

    #352
    ms
    Keymaster

    We also allow our enduser to open and communicate with POB via E-Mail and web front end. At the web front end we do not allow to show into the E-Mail history of each case. Be aware, that you usually have also internal mails in the E-Mail history.

    #1122
    Stefan Reichelt
    Participant

    There actually is a Mail tab for the enduser case detail window (WCASEU03). You can add the WEB tab WCASEUM to show the mails online. But like the other users, we don’t use that option.
    If you really want to use the feature, you should consider setting a filter to BMA search view WCAS00EU, e.g. to show only inbound mails, only mails where BMA_TO or BMA_FROM or BMA_CC contain the customer’s mail address. That would enable you to hide mails you don’t want him/her to see.
    (Note: That will work for POB 21.14. I don’t have instantly in mind when the new mail tab came up…)

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