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![[Post New]](/Sysforums/templates/default/images/icon_minipost_new.gif) 19/08/2008 11:17:05
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andrewl94133
Super SysAider
Joined: 18/06/2008
Messages: 72
Offline
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Hi,
We have a structure here where the customer's service manager can "prioritise" tickets. This means they email or call the service delivery manager or team lead, who will then ensure the user's issue is looked after as soon as possible. However the service manager also wants to be kept in the loop of status changes, closing, etc.
is it possible to add a checkbox or something similar to a ticket in SysAid that, when checked, would ensure that the service manager received a copy of all communications on the ticket as well as the end user? If it is possible how do we do this?
If not, does anyone have any ideas on how this could be acheived? Maybe make it so that the administrators cannot close the ticket without unchecking the box - and therefore manually send an email to the service manager... (I don't like that concept much but it's better than nothing!)
Thanks for any help!
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19/08/2008 12:46:52
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Adam Racer
SysAid Customer Relations
Joined: 09/07/2008
Messages: 156
Offline
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As discussed in the SysAid User Manual:
The full edition of SysAid includes a feature that allows nominating particular end users as their department or their company's supervisors. The supervisor will be able to see all service requests of his/her supervised end users. Needless to say, nominating end users as supervisors can offer a great advantage in improving your work-flow and in reducing the workload on administrators.
To determine that a certain end user will be a company supervisor, you have to:
1. First set at least one company in the dropdown menu of companies ( Preferences>User Management>Companies).
2. Then attribute end users to a company (Preferences>User Management> End User Manager> click a row entry> General Details). In case the Company field does not appear in the General Details form, click the Customize icon and in the popup screen add "company" to the visible fields.
3. Under the General Details tab of that end user you wish to nominate as a supervisor, click the Customize icon "Is supervisor" to the list of visible fields.
4. Choose from the dropdown menu to make this end user into a company supervisor
To determine that a certain end user will be a Department supervisor, you have to:
1. First you need to add a menu which includes at least one department. Go to (Preferences>Customize>Customize Lists).
2. Choose "Department" from the dropdown menu. In the caption box add at least one name for a department, and add a key number. You can add any sequence of numbers to the list of departments, as long as you do not repeat the same key number for different departments. Click Add to add a new department to the menu. Finally, click Save.
3. Then attribute end users to a department (Preferences>User Management> End User Manager> click a row entry> General Details). In the General Details form, click the Customize icon
and in the popup screen add "department" to the visible fields, with the arrow button.
4. Under the General Details tab of that end user you wish to nominate as a supervisor, click the Customize icon, and add "Is supervisor" to the list of visible fields. Choose from the
dropdown menu to make this end user into a department supervisor.
You can also add the "Is supervisor" to the visible field using the Customize icon in the End User Manager page. Thus, you will be able to immediately see your supervisors.
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20/08/2008 04:35:55
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andrewl94133
Super SysAider
Joined: 18/06/2008
Messages: 72
Offline
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That sounds very useful, we will look into that - but in this case we want the customer's service manager to receive email notifications ONLY on service requests that have been marked for prioritisation, not all SRs. Is this possible, or is it relatively easy to script?
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