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![[Post New]](/Sysforums/templates/default/images/icon_minipost_new.gif) 10/07/2008 14:56:46
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thobbs
SysAider
Joined: 08/07/2008
Messages: 11
Offline
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Hello,
I think what I am asking for should be fairly simple to do, but maybe I'm wrong.
I would like for the system to send only one notification to the user - when the ticket is closed. It is not necessary for the user to know when the ticket changes status or has notes added. Only when the ticket is closed should they be notified.
In that notification, we want to send a very simple message: "Your service request, ticket # XXXXX, has been closed. We believe that we have addressed the issues and met the requirements of the request." Something like that.
Here's the tricky part...
After that message, I'd like to put two buttons/links. The first one would be "If you are satisfied and are no longer experiencing the issue, "click here" to verify that the the ticket is closed. (This link should automatically change the ticket status to "verified closed". Otherwise, "If you are still experiencing the the problem, "click here" to re-open the ticket. (This link should automatically change the ticket status to "open" and alert the assigned technician.)
Am I asking for too much here? Is this possible?
Thanks,
Tom
This message was edited 1 time. Last update was at 10/07/2008 15:01:50
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10/07/2008 16:18:36
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Jonathan
SysAid Wiz
Joined: 17/06/2008
Messages: 326
Offline
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Hi
To modify the notifications about status changes and notes go to
Preferences then Help desk settings
In here you can turn off notifications for calls being assigned, choose which status you wan people to be notified.
It is about halfway down the page and starts with
"Email notification to end user when"
The Tricky part
I don't know if this can be done but support can advice. However what you could do is something like this
Place this in the the email body to end user i have not tested this so i may have got the if wrong!
#if(${isClosedSR}==true)
You call has been closed if you are satisfied your call is completed you need do nothing. However if you are unhappy with the resolution please reply to this email to re open the call${LinkToSurvey}
#end
Then you need to do 2 things
Create an escalation rule and tell it run on all calls that are closed after 1 day and changed status to verified Closed. This way no work or admin or user. This is in prefernces and helpdesk setting
step 2
Set email integration to mark calls as open if there is a reply to an sr. This is in preferences and Integration
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10/07/2008 16:26:51
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thobbs
SysAider
Joined: 08/07/2008
Messages: 11
Offline
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Thanks, Jonathan.
I will try what you have provided. However, it is very important to us that the end user "verify" that the ticket is closed. That way, when they complain that the issue wasn't fixed, we can point to the fact that they accepted the work when they clicked the "verified closed" link. Doing it this way puts the responsibility on the user to check and verify our work. Does this make sense?
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11/07/2008 14:54:13
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Jonathan
SysAid Wiz
Joined: 17/06/2008
Messages: 326
Offline
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Hi thobbs
Certainly does not sure if it can be done.
Any one from ilient can you let us know would be a nice feature 
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13/07/2008 03:42:04
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Haim
SysAid Wiz
Joined: 15/04/2008
Messages: 2449
Offline
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Hello thobbs,
if you would like to set a call to be "verified closed" by the end user, you can ask the user to reply to this message to another email address (close@comany.com) and then create email integration for that email that will set the service request to "verified closed" when a message enters that mailbox so this can be set as a verification using SysAid's email integration capabilities.
If you would still like to add a button, you can open a feature request, i think this is a great idea, but meanwhile you can use the method I suggested.
Best regards
Haim
Best regards.
Haim
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Pushing IT forward |
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14/07/2008 17:32:26
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Jonathan
SysAid Wiz
Joined: 17/06/2008
Messages: 326
Offline
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hi haim
Could we place a link in the email that will send a mail to the new address while keeping the subject line intact?
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