<style>p { margin: 0; }span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left:0; padding-left:5px;}blockquote blockquote{ border-color: #00bcd4; color: #00bcd4;}blockquote blockquote blockquote{ border-color: #43a047; color: #43a047;} table.grid{ border-collapse: collapse;} table.grid td, table.grid th { border: 1px solid #ddd;} .fr-fic.fr-dib{ display: block; margin: 5px auto;}.fr-fic.fr-dib.fr-fir{ text-align: right; margin: 5px 0 5px auto;}.fr-fic.fr-dib.fr-fil{ text-align: left; margin: 5px auto 5px 0;}.fr-fic.fr-dii{ float: none; margin: 5px auto;}.fr-fic.fr-dii.fr-fil{ float: left; margin: 5px auto;}.fr-fic.fr-dii.fr-fir{ float: right; margin: 5px auto;}img.fr-dib.fr-fir { margin-right: 0; text-align: right;}img.fr-dib.fr-fil { margin-left: 0; text-align: left;}img.fr-dib { margin: 5px auto; display: block; float: none;}img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC;}img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc;}img.fr-rounded { border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box;}</style><p><strong>In this guide we will cover:<br></strong></p><p><strong>- The use case of dynamic email lists</strong></p><p><strong>- Configuring dynamic email lists</strong></p><p><strong>- Adding and removing from your lists within a ticket</strong></p><p><br></p><p><br></p><p>Dynamic Email lists can be used to change the recipients of the emails in your ticket. For example when using the "Email User" action (found in the HaloPSA trial), if adding to the To or CC fields of the email, this will dynamically update the email recipients list associated to the ticket. Meaning I can change the recipients of the email list directly from the action screen when communicating with the user of the ticket.</p><p><br></p><p>When enabled, the To/CC fields on emails sent from Tickets will be inherited from the previous correspondence on a Ticket. When disabled, the end-user email will always be the default for outgoing emails.</p><p><br></p><p>To enable this, navigate to Configuration > Email > General Settings and turn on the following setting:</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijk0MWU4ZGE2LWE2NDEtNDg2MC1iNjFiLTQ1ODBmMTVhODE4MSJ9.KW_8_998hMP-aXQAfTCXpW8H2DUADt0YAZWn27VeXSc" class="fr-fic fr-fil fr-dib" width="841" height="80"></p><p><strong>Fig 1. Global Setting for Dynamic Email Lists </strong></p><p><br></p><p>If you would like to update the email list after each inbound email, i.e. a different user emails in and they are required to be added to the list, this can be achieved by enabling the setting just below the one shown in figure 1:</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImQ3MjYyNjZlLTEwNWEtNDhiZC04YTQ0LWIyNzM2YzZmMmI3ZCJ9.GDz9wxwkbsC_vmM4CmyjhXXNkLeLN0a91Gbe8h1BjxE" class="fr-fic fr-fil fr-dib" width="430" height="48"></p><p><strong>Fig 2. Dynamically Update Email Lists for Inbound Emails</strong></p><p><br></p><p>In order to use the outbound feature of dynamic email lists, you must enable the following setting per action:</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjcwNTdiYTkwLTAwOGUtNGFkZS05OWY3LTk0ZjllMTliZDFlNSJ9.AGyPHTh9FArhgkmGoIAbQwtufsTqd3pRzrIeomYy8Xs" class="fr-fic fr-fil fr-dib" width="546" height="784"></p><p><strong>Fig 3. Email Settings on The Details Tab of an Action</strong></p><p><br></p><p>The first action level setting highlighted in figure 3 is used to enable dynamic email lists for this action. The second option is referring to the email To, CC, Bcc fields shown on an action:</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjNlNTAzMTZjLTUwMTItNDBhZC05OGJjLTc0NGUxYTNiZDVmNiJ9.iby0sy0PhRF29RTeDTP1dYboMXLqF6a3vKaRcPbAYtU" class="fr-fic fr-fil fr-dib"></p><p><strong>Fig 4. Email User Action Email Field Options</strong></p><p><br></p><p>The setting on action level "Default Email To and Cc address editing" refers to the email addresses that can be added to the email fields of this action. There are 3 different options to choose from:</p><ol><li>Can add any email address - There will be no restrictions associated with the email domains you are trying to add</li><li>Can only add known email addresses - This will refer to emails within the domain of your organisation or domains associated to your customers accounts</li><li>Cannot Edit - This will remove the ability to edit the email fields on this action</li></ol><p>The final setting highlighted in figure 3 will dictate whether all users on the email recipients list are emailed, or only the last user to reply to the ticket.</p><p><br></p><p><strong>Example</strong></p><p>Looking at an action on a ticket we can see that adding users to the list via the action:<br><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjdmYzNhOTcxLWUwYjktNDE2ZS04Y2MxLTBhZjRmM2I3NjgyYyJ9.Y-u707k1sA3DJX4YLLSViWitpLv1enFe9q2gHWaQUXA" class="fr-fic fr-fil fr-dib" width="953" height="470"></p><p><strong>Fig 5. Adding Emails to the Email Fields on an Action</strong></p><p><br></p><p>The email recipients list also updates:</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjY1YmVlZWI1LTcyOGItNDQyMC1hYzQ4LWNlNGZkYzljZmE0ZSJ9.R3USkEijkf7SkSJS3y4rJE2tOsuaGIeM6oiMZjwooL4" class="fr-fic fr-fil fr-dib" width="303" height="553"></p><p><strong>Fig 6. The Edit Email Recipients Button</strong></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjYzM2QxZjdhLTdiOTUtNGUyNC05OGRlLWE3ODlmYzEzODgzMyJ9.pbhXh9soar9lBAFRnQsfRudTCigWark0icWXClL1csk" class="fr-fic fr-fil fr-dib" width="689" height="328"></p><p><strong>Fig 7. The Email Recipients Edit Screen</strong></p>
