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![[Post New]](/Sysforums/templates/default/images/icon_minipost_new.gif) 04/05/2009 12:13:44
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WeZ
Super SysAider
Joined: 25/06/2008
Messages: 55
Offline
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Haim wrote:Hey guys.
Although i can understand that status change is adding another action to preform in a service request, this is one of the ways SysAid was built to handle service requests and for me, as a SysAid user, it makes things easier for me when I'm looking at the helpdesk list.
I will bring your ideas regarding sending a notification to the admin/user even if the status hasn't been changed to the "higher ups" and make sure to bring you their comment.
Best regards.
Haim
Hi Haim,
any luck with the powers that be on this?
Cheers
WeZ
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05/05/2009 07:03:51
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Haim
SysAider
Joined: 15/04/2008
Messages: 2449
Offline
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Hey WeZ.
As far as i know, this feature is not planned for one of the upcoming version.
I opened a feature request regarding your suggestion, you can vote for it at: http://www.ilient.com/Sysforums/posts/list/0/2013.page if there will be many votes on that request, the feature will take a higher priority in the development process.
Best regards.
Haim
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Pushing IT forward |
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31/08/2009 17:13:32
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AandAins1
SysAider
Joined: 09/07/2008
Messages: 11
Offline
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So far there are only a couple of votes for this. I know I still want it so follow the above feature request link and vote! 
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18/12/2009 07:20:06
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Dag
SysAider
Joined: 30/11/2009
Messages: 21
Offline
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So what happens if i choose to change the status to open when an end user replies but the status is already open? Will the Assigned Administrator still receive an email saying that the end user has replied?
Thanks
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21/12/2009 12:33:05
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itayH
SysAid Customer Relations
Joined: 23/09/2009
Messages: 1092
Offline
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Hello Dag,
In Preferences > service\help desk settings > General Setting tab > there are 2 fields regarding notification to the administrator or group.
If you change the status the assign admin\group will receive notification.
Regards,
Itay
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Best Regards,
Itay |
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22/12/2009 03:32:53
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Tex
Elite SysAider
Joined: 21/12/2009
Messages: 131
Offline
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Does this mean that if the status is already open and we have Sysaid set up to change the status to open (or stay as open if already in this status) when an end user replies, then the admins will not be notified as the status will not have changed?
Thank you
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22/12/2009 09:16:33
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itayH
SysAid Customer Relations
Joined: 23/09/2009
Messages: 1092
Offline
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Hi Tex,
If you leave an SR on OPEN and the client responded in the meantime, the SR status will change to "Client Responded" even if you didn't sent him response.
Itay
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Best Regards,
Itay |
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30/03/2010 17:58:17
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Marcy
SysAider
Joined: 29/03/2010
Messages: 25
Offline
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Is this still the only way to accomplish this?
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31/03/2010 04:09:21
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itayH
SysAid Customer Relations
Joined: 23/09/2009
Messages: 1092
Offline
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Hi Marcy,
Can you please be more specific?
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Best Regards,
Itay |
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31/03/2010 16:05:53
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Marcy
SysAider
Joined: 29/03/2010
Messages: 25
Offline
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Haim wrote:Hey guys.
Although i can understand that status change is adding another action to preform in a service request, this is one of the ways SysAid was built to handle service requests and for me, as a SysAid user, it makes things easier for me when I'm looking at the helpdesk list.
...
Best regards.
Haim
Haim, Can you describe how this makes it easier on your helpdesk list? I can see where showing a status change is better than nothing, but it definitely feels like a workaround. How is showing a status change easier than a more elegant solution of a column on the list that says "End User Replied" or something like that and an email notification sent to the assigned admin?
If this issue has been addressed in an upgrade, please let me know how this type of notification is currently made.
Thanks!!
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31/03/2010 16:12:07
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Marcy
SysAider
Joined: 29/03/2010
Messages: 25
Offline
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Itay-
We are setting up SysAid to track Human Resources issues at the University of Oklahoma. We need our admins to be able to see when an end user replies to a message without having to go into each SR. Using a status change seems to be a workaround and not the most elegant solution. Is there a different way to do this?
If there is no other way to do this, can you explain how SysAid intends for us to know when a message comes in from end users on existing tickets. From our vantage point as new users, this looks like an oversight.
Thanks!
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31/03/2010 17:28:08
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Marcy
SysAider
Joined: 29/03/2010
Messages: 25
Offline
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We've been playing with this a little more. This is what happens for us. Can someone confirm if our experience is how SysAid is supposed to behave?
1) End user sends an email to helpdesk@ourcompany.com
2) SysAid automatically creates an SR for this
3) Admin opens the SR and assigns it
4) Assigned admin sends a message to the end user from inside SysAid (From field = Admin name [helpdesk@mycompany.com])
5) This email is shown in Messages
6) End user replies to message from SysAid
7) End user's reply shows up in Messages AND the assigned admin gets an exact copy of the email
 Admin responds to their copy of the email (unfortunately not in SysAid). This email does not show up in Messages. --> This seems to take the conversation outside of SysAid.
Questions:
1- Is #7 the way this is supposed to happen or is something interfering in our Exchange Server to make this happen? If it is supposed to happen, where can I turn this on or off?
2- In #8, there is potential for the conversation to start happening through email without any documentation in SysAid. We can try to procedurally tell our admins not answer these emails directly but to instead go into SysAid, but we'd much rather dummy-proof the process so this potential doesn't exist anymore. To me this could take a couple of forms.
a) Keep "recent messages" updated on the Admin Portal page (right now this doesn't stay current for us).
b) Somehow indicate "New Message from End User" on the Help Desk List
c) Enable an email notification (instead of an exact copy of the end user's reply) to be sent to the admin when the end user replies.
I would also like to add that I'd like to be able to customize what the email notification says to my admins as opposed to just forwarding an exact copy of the end user's reply. When SysAid simply forwards a copy of the end user's reply, my admins may try to reply directly to the end user instead of heading back to SysAid and sending a message from the SR. It would be cool if I could include a link directly to the relevant SR in the email notification.
3- Can a, b, or c be done?
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01/04/2010 04:31:17
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Tex
Elite SysAider
Joined: 21/12/2009
Messages: 131
Offline
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Hi Marcy
Here is the way we have our Sysaid set up and you may wish to do something similar.
Firstly we have the 'Send replies to assigned admin(s) and change status to Message Recieved' set on the Preferences -> Integration page. We also have an escalation rule set up that says whenever the status of an SR is 'Message Recieved' then email the assigned admin. This does not email the admin the content of the message just a notification that a message has been sent by the end user. The assigned admin then has to log into Sysaid to view the message sent by the end user.
To keep all further communication within Sysaid, the admin responds to the end user by clicking 'Send Message' from within the SR details and the admin then changes the status to 'Awaiting Response'. If the admin does not change the status from 'Message recieved' then they will not be informed when the end user replies (as the status will not change).
The recent messages are not messages recieved by email but Instand Messages recieved. If you click 'Send Message' (or click the envolope in the main bar at the top) you can change the method to 'Instant message'. these messages are displayed in the admin portal.
Hope this is of some use
Tex
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01/04/2010 08:07:46
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feda_z
SysAid Mod
Joined: 08/07/2008
Messages: 394
Location: Saint-Petersburg
Offline
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It will be very good, if wen we are create email to request user from SR, status of SR changed to "Awaiting Responce" automatically...
Vote exist???...
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С наилучшими пожеланиями, Федор
With best regards, Fedor |
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01/04/2010 09:39:09
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Marcy
SysAider
Joined: 29/03/2010
Messages: 25
Offline
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Tex wrote:
Firstly we have the 'Send replies to assigned admin(s) and change status to Message Recieved' set on the Preferences -> Integration page. We also have an escalation rule set up that says whenever the status of an SR is 'Message Recieved' then email the assigned admin. This does not email the admin the content of the message just a notification that a message has been sent by the end user. The assigned admin then has to log into Sysaid to view the message sent by the end user.
To keep all further communication within Sysaid, the admin responds to the end user by clicking 'Send Message' from within the SR details and the admin then changes the status to 'Awaiting Response'. If the admin does not change the status from 'Message recieved' then they will not be informed when the end user replies (as the status will not change).
Thanks for the quick reply, Tex. We are working out a similar workflow over several hours of playing with this (seems like this should be more straightforward). I'm a little confused about a part of your message. It sounds like your admins get two messages when an end user replies. Is that true? Doesn't the setting "Send replies to admin(s) and change status..." on the Preferences>Integration page send your admin an exact copy of the reply and then also the escalation rule sends a notification? How do you keep your admins from replying to the exact copy of the reply? If this is the way SysAid means for us to do it, I'd like to be able to just change the status when an end user's reply comes in (no exact copy to Admin) and then use the escalation rule to send my admin a notification. The exact copy from the end user provides the potential for taking the conversation outside SysAid and we want to avoid this if at all possible.
On a sidenote, we also identified one of the other issues you noted. Admins should change the status back to Open or whatever it was after they read/reply to the message. Of course this has the potential that they won't remember to do it and we end up with 30 SR's stuck in that status until someone goes individually to check their messages again and turn them back to the previous setting. We are setting up an escalation rule that basically says If Status is "Customer Responded" after 4 hours from last modification, THEN send Admin a reminder to read end user's message, take appropriate action, and change status from "Customer Responded" to other appropriate status. Thought I'd throw that in here, in case something like that would prove useful for others too.
We are also using one of our Alerts (the yellow one) to indicate on the List that the status of an SR is "Customer Responded."
This is just what we're figuring out as we go along. I'd love to hear other people's ideas and solutions for addressing this challenge.
Thanks!!
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