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![[Post New]](/Sysforums/templates/default/images/icon_minipost_new.gif) 08/01/2009 13:07:14
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MaskedWeasel
SysAider
Joined: 07/07/2008
Messages: 14
Offline
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Hi all,
I've been using sysaid for some time now, and my company LOVES to send in e-mail requests. The problem is, some of our users continuosly reply to requests opening up multiple instances or a request. I often have to go in and clear 10+ service request replicates because a user may want to reply to all when added to a request. Also, is there a way to have the request show in request user the senders e-mail address?
Also while we're on the topic, would there be a way to e-mail the requested user back without having to login to Sysaid?
For instance I get a service request in my e-mail. I reply to that e-mail. The e-mail gets updated into Sysaid (in the notes or history or messages or what have you) and also sends back an e-mail to the Request user. Is that possible?
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08/01/2009 15:52:32
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Adam Racer
SysAid Customer Relations
Joined: 09/07/2008
Messages: 156
Offline
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Hey MaskedWeasel,
Unfortunately, we did not quite understand the issue which you are currently encountering. How exactly are the end users creating all of these service requests ??
Are they sending the same email multiple times to the help desk ??
In the next release of SysAid, if the request user does not have a first / last name, then the username will appear in the Request User field on Help Desk > List.
By design, the service requests are supposed to be managed within SysAid. For convenience, SysAid will forward a copy of the end user's response to the assigned administrator, but he/she should reply to that email message from within SysAid.
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08/01/2009 16:04:58
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MaskedWeasel
SysAider
Joined: 07/07/2008
Messages: 14
Offline
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Thanks for taking the time to go through all this. Basically whats happening is when a user puts in an e-mail service request and I respond to that request as a message, they reply to the message via e-mail to helpdesk@mydomain.com. Instead of taking that into the service request as a message response, it creates a new request.
Sometimes my users will continue to update the requests which could open countless requests. Some users actually log into sysaid to answer requests correctly, but the turnaround in our business is so quick it's impossible to train everyone that comes through the door. If there is like.. and e-mail-to-message "thread" capability that would help so much. What ends up happening is a report goes to my managers showing that we had 20+ requests open this week... but 12 of those could be duplicates, and it creates much more work for me to have to compile all the relevant data into one requests for the knowledge base.
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08/01/2009 20:19:39
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Obelix
SysAid Wiz
Joined: 12/06/2008
Messages: 903
Offline
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Weasel...
From what you're saying, I don't think the problem is on the address... it's the subject.
First of all...
The prerequisite for a mail respond to show up as message in the corresponding SR are :
1. It was sent to the address you specify in the integration thing.
2. The subject must at least contain the sr number in SysAid default format (#9,999 the comma matters)
THIS is what you have to train them to do.
I reduced this problem by putting a remark/footnote on every SR mail saying something like "to follow up on this SR simply reply without changing the subject".
It works fine locally, but got mixed result with third party users.
So If anybody got a better solution... I'm all ears.
Second of all...
If you do not track ammount of SR as performance... you can use the parent child scenario to link all those "same" sr instead of deleting them.
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09/01/2009 12:20:34
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MaskedWeasel
SysAider
Joined: 07/07/2008
Messages: 14
Offline
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Obelix, thanks for the input.
I will try getting them to reply without changing the subject line, of course if nothing else it will have the RE: (service request information here) as my users would doubtfully modify the subject line at all.
I've set up forms, trained users on filling out the forms I've created and I can barely get them to do that.
Is there a way to setup a subject detection where as long as the SR is in the subject anywhere it will pick up the request and put it into messages?
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12/01/2009 10:00:48
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Haim
SysAid Wiz
Joined: 15/04/2008
Messages: 2449
Offline
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Hey MaskedWeasel,
As Obelix stated, every email that will come in with a #number syntax in the address, will be added to the perspective request.
so if the user will keep the SR#34653 syntax in the subject, it will be added, and we will recommend you to specify this to your users in the email (it can be added into the automatic notification).
Best regards.
Haim
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Pushing IT forward |
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14/01/2009 14:34:36
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MaskedWeasel
SysAider
Joined: 07/07/2008
Messages: 14
Offline
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Thats strange because every time they reply to the request back to helpdesk it creates a new service request. Every time. Even when I test it myself it does the same thing.
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14/01/2009 16:25:22
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MaskedWeasel
SysAider
Joined: 07/07/2008
Messages: 14
Offline
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okay upon further testing I can get e-mails into the same message thread only if the subject line is EXACTLY the same. Is it possible to get it to detect the subject line just by SR# in the subject line? Everytime they respond to a request via e-mail there is a RE: and sometimes they will add additional information to the subject, but it always keeps the Service Request#
Is that possible?
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