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View helpful articles, tutorials and FAQs on the set-up and configuration

of the FocalScope omnichannel suite, according to best practice.

Changing the From field format for email compositions

This article details how the format of the from field can be changed for both personal and shared folders.

Tutorial

Changing the 'from' field format for personal / shared folders

The first thing to check is the from field formatting as it is configured for the personal folder:

  1. Right click the affected folder (either personal or shared) and select [Properties]
  2. Click the [General] tab
  3. If not already done, tick the [Apply custom format to...] field
  4. In the [[From] field format] field, either:
    1. Type in the information you want to appear first in the from field of emails
    2. Access the dropdown list (highlighted in blue) and select the information you want to add to the field. Please note, the information is represented by variables, which automatically fetch the corresponding data from the system configuration:
      1. [%E-MAIL ACCOUNT DISPLAY NAME%] - the display name filled in for the folder's associated email account
      2. [%USER NAME%] - the FocalScope account name for the user that composes an email in the folder
    3. You can also do combinations of typed information and variables, e.g., Support Dept. - %USER NAME%
  5. Click [Ok] to save changes

Figure 1 - Defining the from field format


Changing the display name for personal / shared email accounts

Please note, this is the value referenced by the [%E-MAIL ACCOUNT DISPLAY NAME%] explained in the previous section of this article. To change the display name of an email account in FocalScope (personal or shared), do the following:


  1. In the [Main menu], select [Screen > Administration]
  2. Click the [Administration] tab
  3. Navigate to the [Email Accounts] folder
  4. In the right-hand pane, double-click the email address that you wish to modify
  5. The email address entered in the [Email address] field can be changed to modify the email address shown in the from field of emails. Warning, if your mail server is not configured with the newly specified email address, then this FocalScope email account will no longer be able to send / receive emails, which will affect all users / ticketboxes that use the email account
  6. In the [Display name] field, make the necessary corrections
  7. Click [Ok] to save changes

Figure 2 - Changing the display name of an email account


Changing the display of a FocalScope user account

Please note, this is the value referenced by the [%USER NAME%] explained in the first section of this article. To change the display name of a FocalScope user account, do the following:


  1. In the [Main menu], select [Screen > Administration]
  2. Click the [Administration] tab
  3. Navigate to the [User Access Contro > Users] folder
  4. In the right-hand pane, double-click the user account that is showing an incorrect display name
  5. In the [Display name] field, make the necessary corrections
  6. Click [Ok] to save changes

Figure 3 - Changing the display name of a FocalScope user account



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