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Incident->Message->Send on Save.

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- Agent Desktop

11-05-2009 06:53 AM

CVE

Incident->Message->Send on Save.

When the Send on Save is marked on an incident and there is no e-mail address for the primary contact no error or warning occur.

Like to have a warning/error or possiblity to make a rule in the workspace.

Note: Not all of our contacts have a e-mail address due to import from a external system.

Best regards,

Chris van Es.

Bang & Olufsen.

Kudos!

Thanks!

Comments

Comments (1 - 2)

11-17-2009 08:48 AM

BrianW

This should be addressed with changes made for the bounced email management feature that went into the November '08 release. Starting in that release, if the CSR attempts to Send on Save to a contact without a valid email address, they will be prompted to confirm sending the email. Not having any email address counts as not having a valid email address.

In all versions (including those prior to November '08), the user would not be able to save the incident if the contact email field was on the incident workspace and required (the default workspace is configured in this manner).

The only potential change I see here is to pop up the warning as soon as the user checks Send on Save, rather than when they try to save the incident.

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11-17-2009 10:40 AM

CVE

Hi Brian,

We working with the Febr. 08 version.

We do not want to have the e-mail address required as that doesn't fits into our busseniss process.

Instead of that we like to have this warning/error.

Best regards,

Chris van Es.

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