Using messages on issues
Akuiteo enables you to discuss with customers about their issues, via a messaging tool integrated in the Customer Portal and the Desktop Application.
Prerequisites
The following DMFs must be enabled for the relevant user profiles:
147012 HELPDESK EXTRANET ISSUE MESSAGES
141341 HELPDESK ISSUES ISSUE MESSAGES
141342 HELPDESK ISSUES BLOCK/UNBLOCK ISSUE MESSAGES

1 | Go to Tools > Setup > Help Desk setup > Issues and tasks > Issue messages. |
2 | Enter the relevant information then save: |
Issue messages section
1 | Check Activate messages for issues to customize the display in the Customer Portal. |
2 | Select the type of information to display in the message: |
- Nothing: does not display information about the person who created the issue
- Name of issue work group: give a name to the group that can be understood and viewed by your customers in the portal
- First and last name of person writing the messages
- Other indication: to customize in the input field
Customer email section
1 | Check Enable automatic email alerts to the customer to set the types of message that your customer will receive based on the actions of the Help Desk team. |
2 | In the Object field, enter the title of the email that will be displayed as the email object line. |
3 | In the Email message body field, specify the BIRT template (without the .rptdesign extension) to use as the email body. |
4 | In the table, check the direct (To), indirect (Cc) or hidden (Bcc) recipients of the email. |
Help desk email section
1 | Check Enable email alerts to the help desk team to set the types of messages that the Help Desk team will receive. |
2 | In the Object field, enter the "keyword" in order to define the title of the email that will be displayed in the email object line. |
3 | In the Email message body field, specify the BIRT template (without the .rptdesign extension) to use as the email body. |
4 | In the table, check the direct (To), indirect (Cc) or hidden (Bcc) recipients of the email. |

To send a message from an issue to the Help Desk:
1 | Log into the Customer Portal using your login information. |
2 | Open an issue from the Help Desk menu. |
3 | At the bottom of the issue, write a message in the Messages section then click on Send. Your message is displayed under the issue and can be seen by anyone who has access to this issue. |
Once the issue is saved, you receive a confirmation email in your inbox.
Then, you will receive a message with a hyperlink that will redirect you to the Customer Portal where you will be able to see the answer to your message.
Important
You cannot add images to your message. This feature only enables you to send short messages to help you quickly and efficiently communicate with the Help Desk.

To reply to a message sent by a customer regarding a Help Desk issue:
1 | Start the Desktop Application and click on the hyperlink in the email to open the issue. |
2 | Click on the Messages tab that is now available in the issue screen. |
3 | Directly answer the message from the bottom of the issue screen and save. |
Your answer is automatically displayed in the Customer Portal and the customer is notified by email.