| Author |
Message |
![[Post New]](/Sysforums/templates/default/images/icon_minipost_new.gif) 18/08/2008 16:43:32
|
seanick
SysAider
Joined: 11/06/2008
Messages: 11
Offline
|
If I can receive emails from non-users, why can't I reply to them?
Is it possible to somehow allow responses to go to an email address that isn't a user? Please advise.
|
|
|
18/08/2008 20:43:16
|
Harold.Ballinger
Elite SysAider
Joined: 16/06/2008
Messages: 134
Offline
|
I have also previously submitted this as a feature request. It is normal for us to need to communicate with vendors, etc and I would like for these communications to be able to be sent through SysAid so that they are part of the ticket details.
|
|
|
19/08/2008 12:04:45
|
Adam Racer
SysAid Customer Relations
Joined: 09/07/2008
Messages: 156
Offline
|
Due to licensing restrictions, it is not currently possible to respond to end users who do not exist within SysAid.
|
|
|
19/08/2008 21:20:10
|
Harold.Ballinger
Elite SysAider
Joined: 16/06/2008
Messages: 134
Offline
|
I would think that there could be some type of middle ground on this.... maybe that you can only enter valid SysAid users in the TO: field and that the TO: field is required, but that you could use the CC: to correspond, etc.
What if we could email/CC any vendor contact information that is listed in the vendor list? I'm even willing to have a reasonable charge for a quantity of vendor records. I just would love to have a viable option for keeping this valuable correspondence within the helpdesk system.
|
|
|
21/08/2008 03:10:19
|
shay
SysAid Customer Relations
Joined: 14/04/2008
Messages: 93
Offline
|
Dear Harold ,
Well , this is a known feature request , but at this moment Due to licensing restrictions, it is not currently possible to respond to end users who do not exist within SysAid.
If and when we will have any news regardung this issue , you will definitely will be notified .
|
|
|
18/09/2008 09:55:55
|
wallerkr
Super SysAider
Joined: 11/06/2008
Messages: 60
Location: Wilmington, NC USA
Offline
|
Here is how we have dealt with that issue:
Each admin has a second email client configured as follows:
The mailbox set up as the integration email address forwards the email to separate accounts we have set up just for this purpose
The second client is set up to receive those forwarded emails
The second client is set up to send as the integration email address ("helpdesk@domain.com") so that it appears to have come from SysAid. This way we can 1) reply to the email 2) CC or BCC anyone else we want to 3) send email to outside addresses. If we include the SR # on the subject line then it well get associated with the SR when replied to.
|
|
|
18/09/2008 11:34:22
|
sarah
SysAid CEO
Joined: 14/04/2008
Messages: 547
Offline
|
Hello,
Clarification:
What about new SR? if you send an email to the helpdesk@domin.com for a new SR a ticket will open?????? If so how cause I am not sure I followed you?
Looking forward to hearing from you
Sarah
|
|
|
18/09/2008 13:42:47
|
wallerkr
Super SysAider
Joined: 11/06/2008
Messages: 60
Location: Wilmington, NC USA
Offline
|
I know that first description was rather high-level and glossed over some details. I will describe it in more detail.
My end users (retail stores and corporate users) can open SR's by using the EUP or by email. The integration email address is "helpdesk@worsley.com". For the administrators we have defined separate email accounts (for example, "admin1@worsley.com"). The helpdesk account has a rule defined that forwards a copy of the emails to each of the administrators (the separate email accounts). The accounts are set up to leave messages on the server so that they don't manage to remove an email before it is integrated into SysAid.
The admins have their "normal" email accounts in Outlook. They have separate accounts in Microsoft Mail or Thunderbird that have as their receive mailbox the accounts mentioned above. The SMTP account is the helpdesk@worsley.com account that is used for the SysAid email integration. This way we not only get SR's opened by email but each email received by SysAid is saved separately by the admins in their Mail or Thunderbird accounts. In this manner we can send email as the helpdesk to anyone we choose. AND, if we put the SR # on the subject line and BCC helpdesk@worsley.com, the SR will get a copy of the message as well.
|
|
|
15/10/2009 22:33:33
|
Harold.Ballinger
Elite SysAider
Joined: 16/06/2008
Messages: 134
Offline
|
With this workaround, when an admin BCC's the helpdesk using their own email address, the vendor's response won't go to the helpdesk record of the ticket. If an admin uses the helpdesk email address as the from, then the history in the ticket doesn't identify/track which admin sent the email to the vendor.
I like your workaround better than what we have had so far, but it still doesn't fully meet our needs.
|
|
|
16/10/2009 06:49:00
|
wallerkr
Super SysAider
Joined: 11/06/2008
Messages: 60
Location: Wilmington, NC USA
Offline
|
What we did was edit the alternate email client so that the "reply to" address was our helpdesk integration email address. The SR # in the subject line would direct it to the SR.
As for who sent the email (which admin), we are relying on the assigned admin as being the identifying factor. Either that or inserting a comment/signature in the email identifying the specific admin.
|
|
|
20/11/2009 15:31:42
|
fmachado
SysAider
Joined: 14/10/2009
Messages: 30
Offline
|
Ilient, don't you think this restriction has already gone too far? We're implementing the system but, after realizing that, we'll think twice on going on and on recomending it. We can understand many other system limitations but this one is nonsense.
Users are the ones that can OPEN requests and RECEIVE automatic e-mails. Emails that are manually sent from SysAid doesn't have anything to do with that.
Is it too much to expect this to be changed in the next days?
Thanks and sorry for the indignation but I believe it's not only mine.
|
|
|
17/03/2010 13:57:57
|
pjroub
SysAider
Joined: 21/06/2008
Messages: 19
Offline
|
I would also like this issue resolved. We use outside developers for the support of many of our applications. When one of our endusers requests support for one of these applications, it would be great to simply email the vendor from inside SysAid with all the details, and receive correspondence, solutions, et al. back into SysAid to keep a record of the entire issue. This is a very important part of helpdesk activities.
|
|
|
17/03/2010 16:09:24
|
themaster
SysAider
Joined: 12/03/2010
Messages: 7
Offline
|
I am trying to use a security enabled group to use as a contact for "In case no Administrator / Group are notified, send email notification to " ittechs@company.com
This is not a "user" and i can't seem to get it to work. I assume this is why??
What i want to do is: Somtimes our touble desk leaves the 'assigned to' option as 'none' when this happens i want everybody to get notice. Does anyone else do this or do you just make tech desk choose an 'admin group'?
Just had a thought. I will probably setup a fake user in AD and forward from that account to the email enabled group..
|
|
|
25/03/2010 18:56:18
|
Lili
SysAider
Joined: 16/03/2010
Messages: 1
Offline
|
I'm w/fmachado on this. We are requiring that all activities around a ticket be documented in Sysaid. When we need to email an outside vendor, we can't!
This restrictions doesn't make any sense.... an email is NOT a user!
|
|
|
27/03/2010 18:01:57
|
itayH
SysAid Customer Relations
Joined: 23/09/2009
Messages: 1092
Offline
|
Hi themaster,
Not sure that is what you are asking for but if you go to Preferences > Service\Help Desk > General Settings > "In case no Administrator / Group are notified, send email notification to".
Dear Lili,
Currently SysAid sends notification and response to Users and not Email addresses.
|
Best Regards,
Itay |
|
|
![[Up]](/Sysforums/templates/default/images/icon_up.gif){kind=icon}
![[WWW]](/Sysforums/templates/default/images/icon_www.gif){kind=icon}
