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![[Post New]](/Sysforums/templates/default/images/icon_minipost_new.gif) 02/07/2008 11:26:46
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wallerkr
Super SysAider
Joined: 11/06/2008
Messages: 60
Location: Wilmington, NC USA
Offline
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I know there is a preference to set a particular status for a request that has notes or attachments added by a user via the portal but how about replies to SysAid-generated emails. Most of my users (the ones that follow procedures that is  ) reply to the email response with updates but the status is changed to "new". It is not a new request. I want to be able to have the status assigned to my preference just like it does using the end-user portal. Have I missed something?
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02/07/2008 14:01:35
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Inkaholic
Elite SysAider
Joined: 11/06/2008
Messages: 131
Location: Buffalo NY, USA
Offline
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I assume you are talking about changing a status when an end user replied to an email?
If so, that is found in Preferences>Integration>Incoming emails. You will see the setting "Send replies to assigned admin(s) and change status to..." Simply set the status in the drop down that you wish the status to change to.
Hopefully that is what you were looking for.
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Ed-
Buffalo NY |
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02/07/2008 14:15:05
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wallerkr
Super SysAider
Joined: 11/06/2008
Messages: 60
Location: Wilmington, NC USA
Offline
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 It probably is. I had set all that up but read that as part of how I wanted a new request to open. Just test and it works as I desire. Thanks.
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02/07/2008 14:23:15
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Jonathan
SysAid Wiz
Joined: 17/06/2008
Messages: 326
Offline
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Hi Walker
We created a Status call Customer Replied.
Then in email integration we set any replies to have the status change to this.
and Finally on the active status filter in our helpdesk view we added Customer Reply as an active call.
One other thing we did we was write four escalation rule day 1, 2 and 3 reminding people we are waiting to resolve their call. On day 4 the call closes automatically.
We only ever look at our active Status and have escalation rules for all other calls so they get dealt, closed as in above or placed back in our active ques for us to follow up.
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02/07/2008 14:40:27
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wallerkr
Super SysAider
Joined: 11/06/2008
Messages: 60
Location: Wilmington, NC USA
Offline
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Thanks Jonathan.
I have done pretty much them ("Request Updated").
Given that we are getting ready to add 88 stores to the mix I may take another run at escalation rules, particularly in regard to "Awaiting Reponse" type issues that hang and hang until I can get back around to them.
I periodically try to look thru all my settings again to see if I have a different mindset and want to tweak it a little.
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02/07/2008 15:14:14
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Inkaholic
Elite SysAider
Joined: 11/06/2008
Messages: 131
Location: Buffalo NY, USA
Offline
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When it comes to Escalation rules, we set up simple 1 day, 3 day, 1 week, 2 weeks, 4 weeks rules. These are simply reminders for us not to forget a particular SR. We also send them out to the requested user. This serves 2 purposes, one, it keeps us honest and two, it at least reminds the client we have not forgotten about their request.
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Ed-
Buffalo NY |
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02/07/2008 15:25:44
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Jonathan
SysAid Wiz
Joined: 17/06/2008
Messages: 326
Offline
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i feel your pain our support team is 2 People for over 300 user across 16 sites. One thing i can say it is really worth getting the escalation rules working to your advantage and let them automate reminders etc.
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