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![[Post New]](/Sysforums/templates/default/images/icon_minipost_new.gif) 10/11/2009 07:10:38
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Phil Stratford
Super SysAider
Joined: 06/04/2009
Messages: 61
Offline
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I'm trying to figure out a way to optionally suppress email notifications to users of new SRs. For example, sometimes I forget to log an SR immediately for a low-priority request but if I then remember a day or two later and log it that looks really bad to the user that it took me so long to log it. But if I don't log it at all I forget to do it!
I tried to achieve this by having a custom SR status of 'Open - No Notification', and then in Preferences > Help Desk Settings > General Settings under 'Email notification to end user when... Status changes to:' I deselected my new customer status. But this only suppresses notifications if the SR CHANGES to this status. Because of the 'Email notification on new Service Request with priority...' setting an email is sent out for all new SRs regardless of status.
Is there any way that, when I raise a new SR, I can set it so that no notification is sent to the end user to say the SR has been logged?
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10/11/2009 09:14:07
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Obelix
SysAid Wiz
Joined: 12/06/2008
Messages: 903
Offline
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Why can't the user fire the sr on their own ?
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10/11/2009 09:29:03
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Phil Stratford
Super SysAider
Joined: 06/04/2009
Messages: 61
Offline
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At present users can't log their own SRs. I'm hoping to introduce email integration soon so that they can but due to the limited control I have over the network I can't implement the End User Portal at this stage. In any case, even if both of those things were working users still just pop into my office to ask for things or call me on the phone and so I will continue to log SRs manually. But it'd be great to have the choice not to send an automatic notification when I do!
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10/11/2009 11:27:46
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Phil Stratford
Super SysAider
Joined: 06/04/2009
Messages: 61
Offline
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I've just remembered another common reason why I need to be able to suppress notificatons - often I'll be walking around the site and people will grab me and ask me to look at things and I'll fix them on the spot. But I still want to record these jobs in SysAid so that they get included in my monthly statistics, so I log them retrospectively. But again, I don't want an automatic notification being sent out to users for jobs which have already been completed.
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10/11/2009 13:25:31
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Haim
SysAid Wiz
Joined: 15/04/2008
Messages: 2449
Offline
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Hey Phil Stratford.
In version 6.5 a new feature has been added that allow you to turn off notifications for specific users, so you can just disable the notifications for that user, open a request, and enable the notifications again.
The new field is called "Receive automatic email notifications" and you should check it out.
Regards.
Haim
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Pushing IT forward |
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11/11/2009 02:13:55
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Obelix
SysAid Wiz
Joined: 12/06/2008
Messages: 903
Offline
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That field is not up by default on regular user.
Add it with the blue gear.
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11/11/2009 04:39:13
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Phil Stratford
Super SysAider
Joined: 06/04/2009
Messages: 61
Offline
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Thanks Haim and Obelix, that will certainly be useful as a workaround. I do think a checkbox when raising a new SR entitled "Send automatic notification", defaulting to being checked, would be useful, though.
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11/11/2009 08:02:30
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Haim
SysAid Wiz
Joined: 15/04/2008
Messages: 2449
Offline
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Phil,
Feel free to open a feature request on that, i think that can be a useful addition.
Regards.
Haim
This message was edited 2 times. Last update was at 11/11/2009 08:02:55
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Pushing IT forward |
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