Activity Reminders / "from to" address and duplicates
Answered
Description of the issue
The client was unwillingly (internal error) updated to 24.3
After that they now realized that there are duplicates of the activity reminders send out and the “from to” address is “noreply@ungerboeck.com”.
Account name
Cape Town International Convention Centre Company
Region
EMEA
Client version
24.32024092601
Attach relevant files (such as screenshots)
Activity Reminder Set Up - not sure if that needs changes
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This is how the reminders used to look like. It was not from the “noreply” address:
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This looks similar to Zendesk ticket 330097. What I'm trying to figure out is if the code fix for this is not in the 9/26 build but in the 9/27 build. Could you check if we could move them from 9/26 to 9/27?
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suggested the client to go to that version.
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client was updated to latest 24.3 version but the issue remains. should I open a ticket?
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If we can recreate the problem, I would go ahead and submit a ticket.
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done. ME-3701
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@... - Are you able to confirm whether the default from email is now the new way the system sends out activity notifications? I believe this email is taken from the web configuration window.
I have a customer Tataki Auckland Unlimited who has just reported this:
Prior to patching, the from email contains the email of the person who created the activity.
Post patching, the email addresses are now services@rfal.co.nz which is what is found in the web configuration utility.
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Dustin Banks - I've seen in some tickets that this looks to be working as expected (email address coming form the Web Config. Can you confirm if this changed or is this how it has always worked?
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Dustin Banks If this is how it has always worked, does this mean that the ones with user email address as the email from are bugs? OR if this has changed, is it in the patch note in one of the versions/hotfixes? Tataki Auckland Unlimited (APAC customer) wanted to know what is the reason behind it using the email in the web config. Thank you!
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@... and Nicole Loh, The activity notifications sent based on the azure service has always used it from the web config. Due to problems with discrepancies between the email now and the azure task, both were funneled into doing it the same way the azure service did it.
Previously, if a user did use the ‘Email Recipient Now’ from the add activity window, it would use the logged in users email address.
The reason it now always uses the web config is that is how the azure task must do it. @..., we could chance the process to override the from address with the logged in users email address when sending the notification, if that is what you want but it would need. It was done because of S1-235. Different flags were being set and different properties checked to send the activity along with potential timing conflict with the service running was causing it to be sent twice. -
@... and Dustin Banks Customer that I am working with is unhappy with the way it is working now (with all activity emails coming from a generic email). They still have an environment on 24.1 and have advised that it is working the way they want it to work. Is there any way we can revert this functionality? I think it benefits the recipient of the activity so that they know who the activity is coming from.
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I'm also getting more clients to mention this. Or to say like this → are confused that it is not working with the user mail anymore.
Would this count as an enhancement or what would be a next step here? -
@... If we had to reinstate this “bug” of user emails being used as the email from for activity notification, would this be considered as an enhancement or should I enter a ticket to dev? I've just had another customer who raised a ticket regarding this issue. If it is now an enhancement, is there any way we can add it to the hotfix section of the what's new 24.3?
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Seth Halvaksz - Can you tag the proper PM to take a look at this? Thanks!
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That would be me, I will look into this.
From reading the comments, it seems that it will be an enhancement to change the current implementation, unless it is broken, but does not sound broken, but more like a non-desired change.
I will review further and see if a workflow is broken. If broken, we can address as a bug. If not, I will propose an improved workflow as part of our initiatives for Redesigned Activities, Tasks, Emails, and Notifications.
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Chiming in here as I have two more customers who are asking why the “To” email was changed (Little Rock Convention Facilities & Fort Worth Convention Center).
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Heather Lightsey , the “To” field has not changed, this post is about the From address pulling from the user vs web config.
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My apologies, Dustin Banks - I meant the “From” field. Sorry!
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Hi @..., would you like a JIRA ticket sent your way to review this? Customers are wondering whether there is a timeline of when this will be reviewed.
It's causing some inconveniences amongst users as some of them replies to the email from person directly from outlook (recipient do not have access to Enterprise). Another customer has voiced their concerns that it is hard to search up activity emails that they have stored in Outlook (part of their business process to store email activities in Outlook).
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Nicole Loh, that feels like they are using activities wrong then. The recipient of an activity should be a user in the system. And using a from address for tracking activity emails in Outlook also feels like they are not using activities correctly. Changing a from address should not impact business the feature is used correctly. This is ultimately up to @... on priority and design. A unified ‘From’ address for activity notifications is a grey area since that is what I would expect in other systems, so why should ours be different. There should be no difference if the activity notifies the recipient now, or waits till the activity is due except the delivery time of the email.
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I am not seeing a bug to address right now, but more of a request to change the behavior of the current implementation. We will address this with our initiative to redesign activities, tasks, and emails, planned for 2025.
If there is an actual bug we should address, please book a meeting with me and Dustin so we can discuss further.
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Thank you @... and Dustin Banks ! I appreciate both your responses. Just needed to know how to move the case along. I will inform the customer that the generic from email is how the system is originally designed and will submit the enhancement on their behalf.
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@... - Thanks for clarifying on the intended workflow. Given we have growing list of customers who may benefit having this as an enhancement now where from email is the user email (rather than azure service), could this please be considered in the upcoming development cycle with an aim to release at some point. As per this thread and looking at few recent tickets, we have got 8 customers (listed below) already from what we can see to meet the total of 10 to be considered for enhancement development.
Users accessing the email activity notifications are generally working on the go and do not have access to Enterprise necessarily. The user email address in this case helps with filtering of activities when working on phone making it easier for users to search and action, rather than going into each email and see entered by user. Bringing this feature back will provide greater value to our customers.
- Tataki Auckland Unlimited
- Adelaide Oval
- H3 (Hamilton City Council)
- Cape Town International Convention Centre Company
- Harrogate Convention Centre
- Little Rock Convention Facilities
- Fort Worth Convention Center
- Adelaide Venue Management Corporation
There is a Pendo enhancement submitted by Nicole Loh https://app.pendo.io/s/6229449325477888/listen/feedback/views/ZWNAnL_3nsJ6p5EtfWhAOeEO8vg/items?openItem=hdGQfIXXhsnTR8i5ht4fVGLka24 , along with https://app.pendo.io/s/6229449325477888/listen/feedback/views/ZWNAnL_3nsJ6p5EtfWhAOeEO8vg/items?openItem=0vjjBQx0phK6Ruu6jaarCFjnu2E
Thanks
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