Non End-User Users and Custom Notifications

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Non End-User Users and Custom Notifications

Forum Index » SysAid Integration

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06/10/2009 13:04:12

Subject: Non End-User Users and Custom Notifications

andykeppel
Elite SysAider

Joined: 24/06/2009
Messages: 177
Location: Chanhassen, MN USA
Offline

I have a few integration questions I'm hoping someone can help with...

1) We use SysAid for our internal users, but now the business wants to extend it to the public for some of our service offerings. Do I *need* to create an end-user account for each person that opens a request? We likely won't serve these people more than once or twice and I don't want the Help Desk to have to make user accounts for people if they don't need to. I noticed that the system wouldn't send an eMail to them unless it was being sent to someone in the "End User" list.

2) How does Ilient (SysAid Tech.) create those custom notifications ("We approve receiving your service request", "We are awaiting your response on a service request", etc....) Are you doing that through escalation rules, because the options presented in the Customized Notifications screen don't offer the "New", "Closed", "Awaiting Response" options that Ilient's Service Desk seems to use.

Andrew Keppel
"if it's stupid but it works, it isn't stupid"

06/10/2009 13:29:08

Subject: Re:Non End-User Users and Custom Notifications

Israel Lifshitz
CEO & Chief Software Architect

Joined: 27/05/2008
Messages: 61
Location: <a >Help Desk Software</a>
Offline

Dear Andy,

The following code is the notification code I've found in our helpdesk. It just simple notification not escalation rule:

#if( ${Status}=="New" )
New service request has been submitted. We will review and dispatch it for further attention shortly.
#elseif( ${Status}=="Open" )
We approve receiving your service request. Service request #${ID} is being processed by a SysAid representative. You should get a response shortly.
#elseif( ${Status}=="Closed" )
Service request #${ID} has been closed. We hope that you are satisfied with the service provided to you. We would like to invite you to fill in a short survey at ${LinkToSurvey}

If you wish to reopen this service request, simply reply to this email.
#elseif( ${Status}=="Active Followup" )
Service request #${ID} has been put for a followup at a later time. We will check back with you by ${DueDate}
#elseif( ${Status}=="Awaiting Response" )
An email has been recently sent to you by a SysAid representative, in regards to service request #${ID}. Please reply back to that email.

If for some reason you didn't get an email from us, please reply to this email and we'll send it again.
#elseif( ${Status}=="2nd Level" )
Service request #${ID} is being examined by SysAid senior support team. We will contact you back shortly.
#elseif( ${Status}=="Pending Feature Implementation" )
Service request #${ID} is awaiting feature implementation. As soon as the requested feature will become available, we'll inform you.
#elseif( ${Status}=="Pending Bug Resolution" )
Service request #${ID} is awaiting bug resolution. As soon as the bug will be fixed, we'll inform you.
#else
${StatusNotification}
#end

Regarding the first question -- There is a possible solution to send email to non end-users but it depends on your SysAid edition. Please open SR in our support and probably they will be able to help you on that.

Help Desk Software

06/10/2009 13:32:07

Subject: Non End-User Users and Custom Notifications

andykeppel
Elite SysAider

Joined: 24/06/2009
Messages: 177
Location: Chanhassen, MN USA
Offline

oh, how cool is that....from the CEO nonetheless! Thank you very much! I'll open an SR for the end-user thing.

Andrew Keppel
"if it's stupid but it works, it isn't stupid"

06/10/2009 13:47:27

Subject: Re:Non End-User Users and Custom Notifications

Israel Lifshitz
CEO & Chief Software Architect

Joined: 27/05/2008
Messages: 61
Location: <a >Help Desk Software</a>
Offline

When you asked that question I became curious how the support team configured that. Lucky me I have login details to the help desk so I checked it.......

Help Desk Software

06/10/2009 13:50:01

Subject: Non End-User Users and Custom Notifications

andykeppel
Elite SysAider

Joined: 24/06/2009
Messages: 177
Location: Chanhassen, MN USA
Offline

...you might want to delete that last comment, SysAdmins get pretty jumpy when they discover the C-Level Execs have admin access to their systems.

...$5 says you don't have it tomorrow

Andrew Keppel
"if it's stupid but it works, it isn't stupid"

07/10/2009 11:04:42

Subject: Non End-User Users and Custom Notifications

Haim
SysAider

Joined: 15/04/2008
Messages: 2449
Offline

Hey Andy,

Thank you for letting us know on this MAJOR security issue, the CEO was striped of all his access rights to the system.

Pushing IT forward

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