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![[Post New]](/Sysforums/templates/default/images/icon_minipost_new.gif) 20/08/2008 03:01:04
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elemist
Super SysAider
Joined: 31/07/2008
Messages: 51
Offline
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Hi All,
I'm having a problem with message notification.
Senario is as follows.
Job #21 gets logged automatically, support staff replies to whoever logged the job. Everything at this stage is working fine. The problem i'm having is when the person replies to the email sent from support. It's recieved by SysAid fine, and logged to the job. But there's no notification that its been added? I'm sure it's related to one of the tick boxes on the notification page, but which one??
Cheers,
Troy
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21/08/2008 02:30:27
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shay
SysAid Customer Relations
Joined: 14/04/2008
Messages: 93
Offline
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Dear Troy
In order to further investigate this issue , please open a service request to :
helpdesk@ilient.com
Please provide us a screen shot of :
Preferences > Help Desk Settings > General settings tab for further examination .
Looking forward to your response.
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21/08/2008 03:33:03
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elemist
Super SysAider
Joined: 31/07/2008
Messages: 51
Offline
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Thanks Shay. Have logged a request now.
Have also uploaded here in case anyone else has suggestions.
Cheers,
Troy
![[Thumb - sysaidps.JPG]](/Sysforums/upload/2008/8/21/b75691be046d17f357eb2a281f9832d7_1717.jpg__thumb)
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sysaidps.JPG |
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Screen Shot |
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54 Kbytes
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| Downloaded: |
10 time(s) |
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21/08/2008 03:53:10
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shay
SysAid Customer Relations
Joined: 14/04/2008
Messages: 93
Offline
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Dear Troy ,
Thank you for your response.
What to mean by " no notification that its been added " ?? to the Help Desk list ,beacause this screen shots lookd fine .
looking forward to your response.
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21/08/2008 03:57:36
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elemist
Super SysAider
Joined: 31/07/2008
Messages: 51
Offline
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Hi Shay,
Meaning that when someone replies to a message sent from sysaid. It gets logged under the messaging tab on the service request, but the administrator of that task doesn't get a notification that the service request has changed. IE there's no notification that the person has replied. The only way you can tell is to manually go into the service request, and check on the messages tab.
I should mention that when a new service request gets logged, the end user gets notified, and the administrator its assigned to gets notified. If you then change the status or category both parties get notified. Its basically when the end user responds to the service request, it gets added to the service request. However the administrator thats assigned to the service request doesn't get notified.
Cheers,
Troy
This message was edited 1 time. Last update was at 21/08/2008 04:00:49
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22/08/2008 14:47:42
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AandAins1
SysAider
Joined: 09/07/2008
Messages: 11
Offline
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We are having this same issue. The admin the ticket is assigned to has no idea the requester has replied unless they actually look at the ticket. Which means the only way they know when anyone has replied to any of their tickets via email is to actually look at every single ticket. The way we are working around this now is to have our email server foward every email sent to our helpdesk@domain.com to every sysaid admin.
There should be somethinn similar to " Email the assigned group members when a Service Request changes." that needs top be" Email the assigned ADMIN when a Service Request changes."
Thanks
This message was edited 1 time. Last update was at 22/08/2008 16:08:35
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23/08/2008 20:01:59
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Harold.Ballinger
Elite SysAider
Joined: 16/06/2008
Messages: 134
Offline
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I too experience this behavior and have not been able to find a way to counteract this.
In our case, when we communicate with a user, we change the status to "Awaiting User Response". However, when the user responds, it is appended to the ticket, but we have no way of kicking off an action (such as notification or a change of status).
Maybe this would be a new feature request?
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24/08/2008 02:34:09
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techguy
SysAid Mod
Joined: 11/06/2008
Messages: 1451
Location: England
Offline
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Apologies if I am missing the point here:-
set the job as you are to "awaiting response" status
In preferences -> integration -> email
Send replies to assigned admin(s) and change status to "Cutomer Responded" (which is a new category we have created)
the admin gets an email and the status of the job changes to let you know.
did I miss the point?
This message was edited 1 time. Last update was at 24/08/2008 02:38:25
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Need help? Try the SysAid wiki first! - http://sites.google.com/site/sysaidwiki |
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24/08/2008 03:06:54
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Haim
SysAider
Joined: 15/04/2008
Messages: 2449
Offline
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Hello everyone.
Techguy suggested the correct solution for this issue.
so if you experiencing this issue, please go to preferences > integration > email.
Under "Send replies to assigned admin(s) and change status to" choose a status for the service request to be changed to when the client respond to the service request and then the assigned administrators will receive the notification.
Best regards.
Haim
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Pushing IT forward |
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24/08/2008 22:11:56
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elemist
Super SysAider
Joined: 31/07/2008
Messages: 51
Offline
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Thanks Guys, I did assume there would have to be an option somewhere to turn on. I just couldn't for life of me find it.
Cheers,
Troy
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25/08/2008 11:44:26
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WeZ
Super SysAider
Joined: 25/06/2008
Messages: 55
Offline
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Guys, Let not let the tail wag the dog here.
You shouldn't HAVE to Change the status when a response is received.
The fact of the matter is, all parties on the service request should be notified of any activity on the request regardless of whether there are category / status changes or not.
Status changes should in all rights be reserved for when the "Actual" Status of the request changes.
I have also had to implement the above 'change status' solution a couple weeks ago and in reality I have found that your admins are spending alot of time changing the status BACK to what it WAS before each e-mailed response. I'm not sure about the volumes for the rest of you guys but our workload for the past 30 days was over 700 service requests and when you have to change Statuses back to what they should be because of a 'workaround', not only does it bloat the "history" section of the request, but also impacts the performance of the department because more time is now needing to be spent administering the request versus actually working on the solution of the request.
So my vote is that this is a Bug, not a configuration issue.
Cheers
WeZ
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25/08/2008 11:51:02
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th
SysAid Mod
Joined: 11/06/2008
Messages: 249
Offline
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Agreed
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25/08/2008 11:53:00
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elemist
Super SysAider
Joined: 31/07/2008
Messages: 51
Offline
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I concur with your comments wez. Status updates are a pain to manage, this just adds on one extra level of complexity to the matter.
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26/08/2008 08:37:47
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Haim
SysAider
Joined: 15/04/2008
Messages: 2449
Offline
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Hey guys.
Although i can understand that status change is adding another action to preform in a service request, this is one of the ways SysAid was built to handle service requests and for me, as a SysAid user, it makes things easier for me when I'm looking at the helpdesk list.
I will bring your ideas regarding sending a notification to the admin/user even if the status hasn't been changed to the "higher ups" and make sure to bring you their comment.
Best regards.
Haim
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Pushing IT forward |
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24/09/2008 19:54:54
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AandAins1
SysAider
Joined: 09/07/2008
Messages: 11
Offline
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I could not agree more with WeZ. If a ticket is closed, and someone replies 'Thanks', I don't want to have to go back in and change it back to 'Closed' from 'Replied'. Not to mention the fact that I don't know what the status was before they replied. It could have already been closed, or it could have been 'Pending Response'. I don't want to have to look through the history to figure this stuff out. It should simply forward any replies to the ticket to the assigned admin, without having to change any status.
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