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axiservices
SysAider

SysAider from release 5.1 United States Pathfinder
Joined: 12/06/2008
Messages: 10
Location: New York,NY
Offline

I have not gone through all the documentation yet, so excuse me if this is covered already. I am looking for a way to have the system notify me when a new SR is generated from the end user portal. It seems that because no -one is assigned the task, then no-one is notified. Any ideas?
aim icon
Obelix
SysAid Wiz


SysAider from release 3.1 Indonesia Pathfinder
Joined: 12/06/2008
Messages: 908
Offline

Go to "preference" pick "Helpdesk Settings"
There are lots of options on how you got notified on the "General" Tab.

YESSsss... even with nobody assigned.

This message was edited 1 time. Last update was at 13/06/2008 03:46:35

Haim
SysAid Wiz

Joined: 15/04/2008
Messages: 2449
Offline

If you want to be assigned to calls automatically, you can go to preferences > helpdesk settings > routing and set up rules that will automatically assign service requests based on the category, submitting user or he's company/user group

Pushing IT forward
axiservices
SysAider

SysAider from release 5.1 United States Pathfinder
Joined: 12/06/2008
Messages: 10
Location: New York,NY
Offline

I tried the routing setting and will see how that works, but i had also tried this (administrator emails a group in my co that forwards to a few admins)
-------------------------------------------------------------------------------------------------------------------
New Service Request default priority = Un-Set

yes- Email notification on new Service Request with priority >= Un-Set (new one i made)
yes - Send email notification to the administrator the service request is assigned to.
yes - Send email notification to the group the service request is assigned to.

Send email notification to administrator

yes -Send instance message to administrator regarding a new Service Request.
-----------------------------------------------------------------------------------------------------------------
aim icon
mspake
SysAider


SysAider from release 5.1 United States Pathfinder
Joined: 13/06/2008
Messages: 10
Location: Branson, Mo
Offline

I have it set where a group of us gets emailed for any changes that occur. Our admin emails, and one standard user email are all set to a group email address. Then in helpdesk settings, routing, I have company all, user group all, category all, administrator none, and admin group is the only admin group we have. Any time a new request comes in, or a request is changed in any way, our group gets emailed.

This message was edited 1 time. Last update was at 13/06/2008 11:43:46


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