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![[Post New]](/Sysforums/templates/default/images/icon_minipost_new.gif) 05/01/2010 05:16:22
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paulf
SysAider
Joined: 17/09/2009
Messages: 16
Offline
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I've just enabled end user notifications to let users know when tickets are opened and closed, using the default templates, but the notification comes from the person who opened or closed the ticket.
What I'd like to do is set it so all notifications come from the same helpdesk mailbox, i.e. "ITHelpdesk@<company name>.com"
Is it possible to change this somewhere please?
Thanks,
Paul
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05/01/2010 12:32:45
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kalyta
Super SysAider
Joined: 20/11/2008
Messages: 53
Offline
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hello paulf, I think to resolve that issuee you have to configure the email of your company in preferences> integration and in incoming emails, configure your email address, in this part is where sysaid sent message to the administrators and to the end users with a notification with the status of the tickets.
i hope that could help me...
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05/01/2010 18:12:15
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SysAid#1
SysAid Mod
Joined: 02/11/2008
Messages: 716
Offline
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Paulf,
The automated messages will be sent from the outgoing email address if you have configured it.
Messages sent from within the SR will be sent from the email address of the assigned administrator.
Regards,
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06/01/2010 04:52:38
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itayH
SysAid Customer Relations
Joined: 23/09/2009
Messages: 1092
Offline
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Hi paulf,
As the guys here said, if you enable "Enable incoming email integration", the email you set there is the email address that the users will receive notification from.
If you want more info please contact us.
Best regards,
Itay
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Best Regards,
Itay |
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06/01/2010 05:40:18
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paulf
SysAider
Joined: 17/09/2009
Messages: 16
Offline
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Thanks for the responses, but I think there's still a problem. Could it be because I'm running SysAid v5.6.09?
Under the "Enable ioncoming email integration" there are 2 tickboxes:
Enable incoming (pop3) email integration - currently not checked
Enable SSL Secure - currently not checked
A warning to not use my own email address.
A comment that inputting my own email address will disable it.
A comment to input an email account created especially for the email integration
The following fields:
Protocol - drop down list with only POP3 & IMAP
POP3 Server
Email Address
User
Password
Unless I'm missunderstanding something I'd like the email notifications to come from an email address setup on our Microsoft Exchange environment but with only POP3 & IMAP available surely this isn't possible?
Just incase it's relevant under the "Outgoing Emails" section we have the following configured already:
SMTP host name - configured to our Exchange mail server
SMTP port - configured to the correct port
Email address - configured to our ithelpdesk@<company name>.com
User (optional for authentication) - blank
Password (optional for authentication) - filled in and showing only dots
Encoding - blank
Content type - blank
Hope all that I've written makes sense and shows my setup a little better.
Thanks,
Paul
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06/01/2010 17:59:25
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SysAid#1
SysAid Mod
Joined: 02/11/2008
Messages: 716
Offline
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Paul,
Encoding can not be blank - It has to be: utf-8
Content type can not be blank - It has to be: text/plain; charset=utf-8 or text/html; charset=utf-8.
The plain option sends plain text emails from SysAid and the html allows you to use html code to enhance the look of the emails sent from SysAid.
The username and password requirement will depend on your environment.
Also don't forget you might have to add a relay in your Exchange configuration to allow the SysAid Server to send emails.
The pop3 is only applicable to the incoming emails. Outgoing is sent via standard SMTP on the port you use. Standard being 25.
I hope this helps you.
This message was edited 2 times. Last update was at 06/01/2010 20:23:37
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11/01/2010 12:38:30
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itayH
SysAid Customer Relations
Joined: 23/09/2009
Messages: 1092
Offline
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Hi paulf,
Why aren't you upgrading?
Thx SysAid#1.
Regards,
Itay
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Best Regards,
Itay |
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12/01/2010 04:20:25
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paulf
SysAider
Joined: 17/09/2009
Messages: 16
Offline
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We have been planning an upgrade for a while now, but never quite got round to it.
We've downloaded the upgrade from the website, and I believe one of my colleagues has requested some instructions on how to upgrade whilst maintaining our current data & setup, as we can't seem to find upgrade instructions on the website.
We're hoping the upgrade itself is simple so expect this to happen in the next few weeks.
Thanks,
Paul
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12/01/2010 18:32:56
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itayH
SysAid Customer Relations
Joined: 23/09/2009
Messages: 1092
Offline
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Hi paulf,
Actually it is very easy to upgrade because it is just a patch.
Please download again when you want to upgrade because we uploaded new version (6.5.0 .
Before you upgrade backup your DB, Activation.xml file, Customize HTML folder and translate file.
Best regards,
Itay
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Best Regards,
Itay |
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12/01/2010 21:47:10
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JohnE
SysAider
Joined: 09/07/2009
Messages: 45
Offline
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itayh wrote:Hi paulf,
Actually it is very easy to upgrade because it is just a patch.
Unless you have customised any of the HTML OR Translation file (particularly for the end user portal), in which case you may have to make ammendments when moving to 6.5.XX. At least back up your install folder and DB before upgrading so you can roll back if neccisary.
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13/01/2010 04:54:51
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paulf
SysAider
Joined: 17/09/2009
Messages: 16
Offline
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Thanks for the responses.
I'll pass these instructions over to my colleague who's performing the upgrade and will let you know once I'm up & running on the new version.
Paul
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22/01/2010 05:57:32
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paulf
SysAider
Joined: 17/09/2009
Messages: 16
Offline
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I am now running v6.5.06, but even though I believe my setting are correct as per previous posts, I'm still getting emails from my helpdesk guys instead of my generic helpdesk mailbox.
So my setting now are:
SMTP host name - configured to our Exchange mail server
SMTP port - configured to the correct port
Email address - configured to our ithelpdesk@<company name>.com
User (optional for authentication) - blank
Password (optional for authentication) - filled in and showing only dots
Encoding - utf-8
Content type - text/plain; charset=utf-8
Enable SSL Secure - currently not checked
Some commented that I might need to add a relay in my Exchange configuration to allow the SysAid Server to send emails, but since it does send emails just from the person's mailbox who's opening, editing and closing the tickets I assume that's configured correctly?
Am I still doing something wrong/have something configured wrongly?
Please help, thanks.
Paul
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01/02/2010 10:00:57
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paulf
SysAider
Joined: 17/09/2009
Messages: 16
Offline
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bump, please
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02/02/2010 02:51:23
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feda_z
SysAid Mod
Joined: 08/07/2008
Messages: 398
Location: Saint-Petersburg
Offline
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SysAid#1 said:
" Paulf,
The AUTOMATED messages will be sent from the outgoing email address if you have configured it.
Messages sent from within the SR will be sent from the email address of the assigned administrator.
Regards, "
That's all. You can say your user, or create on your site linf "send letters" to special e-mail if they want get helpdesk, but when somebody from admins start work with SR, all messages will from this Admin
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С наилучшими пожеланиями, Федор
With best regards, Fedor |
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04/02/2010 01:12:12
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hdc1234hdc
SysAider
Joined: 16/06/2008
Messages: 30
Location: Orlando, FL
Offline
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I am facing a similar challenge. Our users will call the admin instead of using the help desk system once they know who the ticket is assigned to. I wonder if Hard coding this is an option in this case. I got it where it shows " Joe Blow " helpdesk@domain.com. Somehow gotta get rid of the Joe Blow
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