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![[Post New]](/Sysforums/templates/default/images/icon_minipost_new.gif) 25/05/2011 15:28:51
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pdlp
Super SysAider
Joined: 25/11/2009
Messages: 98
Offline
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Hello,
My manager receives requests that are not assigned to anyone. However, he would like to assign them viam e-mail to a particular admin.
I am trying to use the escalation rule to accomplish this. Is their a better method of doing this? Or is this a future feature request.
Regards,
Paul
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25/05/2011 18:26:03
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5.7FSN
SysAid Wiz
Joined: 15/04/2010
Messages: 376
Offline
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Is he receiving these unassigned requests from incoming emails?
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25/05/2011 18:33:28
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pdlp
Super SysAider
Joined: 25/11/2009
Messages: 98
Offline
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Yes, our manager is receiving e-mails showing unassigned tickets.
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25/05/2011 18:38:56
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5.7FSN
SysAid Wiz
Joined: 15/04/2010
Messages: 376
Offline
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Sorry if I was unclear. I meant where are the unassigned requests coming from? Are they coming from incoming emails? or categories that aren't routed?
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25/05/2011 19:36:00
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pdlp
Super SysAider
Joined: 25/11/2009
Messages: 98
Offline
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The requests normally arrive via e-mail by our users. If they are not automatically re-routed by our rules, then our manager gets the e-mail showing the ticked not assigned to anyone of us.
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27/05/2011 08:57:30
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Inna
SysAid Customer Relations
Joined: 24/06/2010
Messages: 745
Offline
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Dear pdlp,
Why not to configure categories in the email integration and to rout them to a specific admin?
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06/06/2011 15:34:02
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pdlp
Super SysAider
Joined: 25/11/2009
Messages: 98
Offline
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Hello,
Routing to admin based on rules can work for some tickets. However, our manager would like the freedom to choose admins to assign tickets when he receives them either by an e-mail or by sending an e-mail to the helpdesk and adding the name of the admin to assign it to.
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07/06/2011 13:23:32
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pdlp
Super SysAider
Joined: 25/11/2009
Messages: 98
Offline
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My manager further clarified the request.
He would like to use special fields in the body of the email to define the following:
Assigned To:
Urgency:
Priority:
Due Date:
He suggested modifying a form in Outlook and sending it to the helpdesk email account which in turn would parse the body of the email for the keywords and fill out the ticket accordingly.
If this is not currently possible, please send it to the feature request forum.
Thanks,
Paul
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13/06/2011 06:20:00
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Inna
SysAid Customer Relations
Joined: 24/06/2010
Messages: 745
Offline
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Dear this can be done because outlook limitations.
Thanks Inna
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