<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;}</style><p>A short guide to forwarding an action for outside input.</p>
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</style><p><span class="fr-video fr-fvc fr-dvb fr-draggable" contenteditable="false" draggable="true"><iframe width="640" height="360" src="https://www.youtube.com/embed/CXNgHG7YyFs?wmode=opaque" frameborder="0" allowfullscreen="" class="fr-draggable"><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span></iframe></span></p><p><br></p><p>In order to forward an Action you will first need to head into Configuration > Tickets > General Settings, and ensure the "Hide the forward option on the Ticket history" is disabled. </p><p><br></p><p>You can forward any Action from a Ticket to an additional email address. This allows you to forward Emails or Actions to other Agents or Users for input. This will not email the User themselves unless you input their email.</p><p><br></p><p>This enables input form a 3rd party vendor also of whom the User is not aware, effectively segregating your commercial interests.</p><p><br></p><p><strong><span style="font-size: 14pt;">Forwarding Actions</span></strong></p><p>To forward an Action, hover over the three dot menu (...), or right click on the space next to the Action outcome, and select "Forward".</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjFmODY3ZGYyLWNiMTYtNDAwYy04ZDRjLTZkMzYwOTIyZjEwNyJ9.rBJMgQYqqpBL8RwDR4fOptnaRDG3bNxsIUgOdWNEPbc" class="fr-fic fr-fil fr-dib" style="width: 848px; height: 518.66px;" width="846" height="519"></p><p data-pasted="true"><span style="font-size: 10pt;"><strong>Fig 1. Forward Action</strong></span></p><p><br></p><p>This will bring up a new Action Form where you can add a message to the person being emailed, and annotate the previous parts of the thread as necessary.</p><p>To send the email, enter the email address in the "To" field, and send the email as normal. </p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjEyZDA4NmMwLWExNDgtNDgxMi05ZDhmLTZhMTNlNWI5NDQ3MCJ9.c5Aj2g16t-pDx53RQrgDJWSxmv5vj3JZ1EDKTazVJbI" class="fr-fic fr-fil fr-dib" width="866" style="width: 868px; height: 628.718px;" height="629"></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;" data-pasted="true"><span style="font-size: 10pt;"><strong>Fig 2. Forwarding an Action</strong></span></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><br style="box-sizing: inherit; color: rgb(0, 0, 0); font-family: sans-serif; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;"></p><p>This then adds a forward action to the Progress Feed on the ticket showing that a 3rd party has been consulted.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImM3Mzg4Y2E4LWNlOTctNGJlMi1hZWExLTcyYzA3YjQzMzRkZiJ9.tzYOP7FVGNGpx48N8fO9Lq2t3gxUI_e6gR9Z3S2UYqc" class="fr-fic fr-fil fr-dib" width="858" style="width: 860px; height: 636.099px;" height="636"></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;" data-pasted="true"><span style="font-size: 10pt;"><strong>Fig 3. Forwarded an Action</strong></span></p><p><br></p><p><strong><span style="color: rgb(235, 107, 86);">Important! If the person you forwarded the Action to replies the subsequent Action will be public to the end-user if the $ - EmailHistory variable is being used. </span></strong></p><p><br></p><p data-pasted="true"><strong><span style="font-size: 12pt;">Determining what to forward (v2.258+)</span></strong></p><p>Forwarded Actions can include the entire email history on a Ticket, or just send the Action itself. To decide which behaviour the Forwarding Action should use, head to Configuration > Tickets > General Settings, and choose the desired option from the "When forwarding an Action from the Ticket history, include" dropdown. If you select "Choose each time", a modal window will appear when you click the Forward Action, allowing you to choose what to icnlude each time you forward an Action. </p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjA1NzcxNzNkLWVhYTUtNGEzOS1iYThiLTQ0YjVjMGY4ZjdiNSJ9.u76d4hD7ZPp9B_VvFcmnTsBqWv9iplxSerfDk5Bh-MM" class="fr-fic fr-fil fr-dib" width="522" style="width: 524px; height: 189.113px;" height="189"></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;" data-pasted="true"><span style="font-size: 10pt;"><strong>Fig 4. Determining what to forward</strong></span></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><br style="box-sizing: inherit; color: rgb(0, 0, 0); font-family: sans-serif; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;"></p>
