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![[Post New]](/Sysforums/templates/default/images/icon_minipost_new.gif) 12/12/2008 17:33:30
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CCSO IT
Super SysAider
Joined: 05/09/2008
Messages: 54
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Is there a way to have an email notification sent when I change who a SR is assigned to, but not for every little change that happes to the SR?
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Thanks,
Thomas Hardin
Microcomputer Specialist
Clackamas County Sheriff's Office |
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12/12/2008 19:37:46
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Juts
SysAider
Joined: 08/12/2008
Messages: 13
Offline
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help desk settings
General settings ?
maybe in there
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12/12/2008 19:40:05
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Obelix
SysAid Wiz
Joined: 12/06/2008
Messages: 903
Offline
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Yess..
go to Preference / helpdesk setting
uncheck "email responsible when sr CHANGE"
This message was edited 1 time. Last update was at 12/12/2008 19:41:07
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14/12/2008 09:18:14
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Haim
SysAid Wiz
Joined: 15/04/2008
Messages: 2449
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Beside the helpdesk settings, you should also know that the assigned administrator will not receive any notifications on changes that he made to the service request.
Obelix, if he will remove it, no change will trigger a notification to the assigned administrator and i'm not sure if this is what Thomas is looking for.
Haim
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Pushing IT forward |
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17/12/2008 10:51:44
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CCSO IT
Super SysAider
Joined: 05/09/2008
Messages: 54
Offline
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Yeah, I'm really hoping to be able to recieve an email if another administrator assigs a SR he has been working on to me after the fact. Is there any way to accomplish this?
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Thanks,
Thomas Hardin
Microcomputer Specialist
Clackamas County Sheriff's Office |
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18/12/2008 10:37:37
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Eli
SysAid Customer Relations
Joined: 21/07/2008
Messages: 61
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Hello CCSO IT,
If we understand you correctly you would like to have the service requested assigned to you as the responsible of the service request and havanother person to be able to work on it ?
If is what you mentioning on this forum then we have already a pending feature request.
Best Regards,
Eli
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18/12/2008 11:06:22
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CCSO IT
Super SysAider
Joined: 05/09/2008
Messages: 54
Offline
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bah, no 
Ok, here is a hypothetical run-through:
Somebody calls me with a problem so I hit the phone call button and fill out the information. I assign it to myself because I intend to work on the problem, I hit submit. The way our Help Desk is set up, I receive an email because the SR was assigned to me.
Now I get too busy to work on that problem, but it needs to get done ASAP so I click on the SR, assign it to another administrator and hit submit. I would like an email notification to be sent out to the administrator I re-assigned the SR to. I know that this can be accomplished by checking the "Email responsible when a Service Request Changes" but I do not want automated emails going out to administrators when other changes happen to the SR (such as notes being added, re-classifying the SR, filling in a Resolution/Solution, etc).
That being said, any ideas? I'm sure there is a way to accomplish this, I just dont know how.
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Thanks,
Thomas Hardin
Microcomputer Specialist
Clackamas County Sheriff's Office |
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18/12/2008 11:31:18
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Haim
SysAid Wiz
Joined: 15/04/2008
Messages: 2449
Offline
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Hey CCSO IT
If you un-check the "email responsible when service request change", then the administrator will not see any updated on assigned service requests and can only see if a service request has been assigned to him if he will log in to the system and check it in the helpdesk list.
Best regards.
Haim
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Pushing IT forward |
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18/12/2008 11:40:45
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CCSO IT
Super SysAider
Joined: 05/09/2008
Messages: 54
Offline
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I have that box unchecked, how can I leave it that way and get an email if somebody re-assigns a SR to me?
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Thanks,
Thomas Hardin
Microcomputer Specialist
Clackamas County Sheriff's Office |
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22/12/2008 03:06:26
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shay
SysAid Customer Relations
Joined: 14/04/2008
Messages: 93
Offline
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Dear CCSO IT
In order to achieve this issue you can use an Escalation Rule which will run for example 5 minutes after the Service Request has been re assigned.
If this solution will work for you , you will have to create this escalation rule to each one of your Administrators .
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24/02/2010 13:21:10
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Gentleman Mike
SysAider
Joined: 19/11/2009
Messages: 7
Offline
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Shay,
I am looking for this answer too.
What would be the trigger for the escalation? The status hasn't changed. The urgency hasn't changed. Nothing has changed except the assigned administrator.
You state to have the rule run 5 minutes after the re-assignment. How does the rule now when that is?
Mike
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24/02/2010 22:51:33
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SysAid#1
SysAid Mod
Joined: 02/11/2008
Messages: 716
Offline
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I had a play with the assigned counter. It seems the value goes to 2 when a service request is reassigned and doesn't go past that number.
Maybe creating a escalation rule using "Assigned counter" as the trigger and then "5min" after last modify time.
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