End User able to view all attachments

Home

Forums

Feature Requests

Beta Issues

SysAid Resources

Documentation

Support

Hello Guest,

DOWNLOAD FREE EDITION

Recent Topics

Hottest Topics

Online Members

Member Listing

Advanced Search

End User able to view all attachments

Forum Index » Helpdesk

Author

Message

18/02/2010 03:44:27

Subject: End User able to view all attachments

Tex
Elite SysAider

SysAider from release 7.5

Joined: 21/12/2009
Messages: 131
Offline

We like how Sysaid works that the end user can only see messages where they are in the To or CC fields. This is because sometimes we are unable to resolve their request without help from an external company (for example). We can then set up this external company with an account in Sysaid and email them from Sysaid so that we will see their responses under the SR and therefore keep all the messages together. We like that the end user is unable to see these messages (between the admin and external company) as we like them to think we are super clever and have solved the problem ourselves.

However, we do have a problem when the external company sends in an attachment with their email response as the end user can then see this. Surely if the end user is unable to see the messages where they are not in the To or CC fileds then they should not be able to see the attachments where they have not been included in the To or CC of the email??

Is there a way to configure this?

Thanks in advance.

Tex

18/02/2010 18:04:21

Subject: Re:End User able to view all attachments

itayH
SysAid Customer Relations

Joined: 23/09/2009
Messages: 1092
Offline

Hi Tex,

Currently, SysAid doesn't support such feature. However, a work around is to create another email to receive those emails with attachments.
If you like, I can forwarded your suggestion to our feature request forum to vote for this feature.

Best Regards,
Itay

19/02/2010 03:00:32

Subject: Re:End User able to view all attachments

Tex
Elite SysAider

SysAider from release 7.5

Joined: 21/12/2009
Messages: 131
Offline

Thanks ItayH

We do not want to create another email to receive attachments as we like the way that Sysaid keeps all the information together for each SR. Before we had Sysaid we would have to search through lots of emails to find the related ones for a support request and dont want to get back to this way of working.

Could you please move this to the feature request forum?

Tex

18/03/2010 06:07:56

Subject: Re:End User able to view all attachments

Tex
Elite SysAider

SysAider from release 7.5

Joined: 21/12/2009
Messages: 131
Offline

Could you please move this to the feature request forum?

Thanks
Tex

22/03/2010 12:18:54

Subject: Re:End User able to view all attachments

Tex
Elite SysAider

SysAider from release 7.5

Joined: 21/12/2009
Messages: 131
Offline

Could we please add this to the feature request (sorry to be a pain)

Tex

29/03/2010 04:03:10

Subject: Re:End User able to view all attachments

Tex
Elite SysAider

SysAider from release 7.5

Joined: 21/12/2009
Messages: 131
Offline

I would love for this to be added to the feauture request forum please

Forum Index » Helpdesk

Go to:

Help Desk Software
Free Help Desk Software
Free Asset Management Software
SysAid Helpdesk Software
Web Based Help Desk Software
SysAid Help Desk Forum
General IT Discussion Forum
SysAid CSS Customer Service Software
Customer Support Software

   SysAid Technologies Ltd.
   Toll-Free phone center (U.S.): 1-800-686-7047
   Offices - U.S.617-231-0124
   Israel:+972-3-533-3675
   Email:helpdesk@sysaid.com
   Optimized by SEO Israel
   SysAid logos and other SysAid Technologies marks
   are trademarks or registered trademarks of
   SysAid Technologies Ltd.
   All Rights Reserved by SysAid Technologies Ltd.
   2002-2011

   Live Support Hours
   07:00 AM - 09:30 PM (UK)
   03:00 AM - 05:30 PM (EDT)

   We provide worldwide services, and we do our best
   to match the working times of customers from
   different time zones.

   SysAid Help Desk Software and Asset Management Software