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12/07/2012 18:37:10

Subject: Email Notifications

JGingras
SysAider

SysAider from release 7.5

Joined: 29/06/2012
Messages: 13
Offline

I apologize in advance is this is covered in the forum already...

I am the new HD Manager to a company that has SysAid as the HD tool. We are currently getting an obscene amount of emails related to SysAid tickets. For example - we get an email when a new ticket comes in via self service, we get another email when it is assigned, we get another email for all changes/modifications and yet another when it is closed. These emails are going to more than just the end user, they are going to the email address set up to 'assign' the tickets.

We also have new tickets created when someone replies to all on an email from a sysaid ticket as well as Out of Office notifications. I have gone through the settings and am not sure where to start.

Any help is GREATLY appreciated!

13/07/2012 20:28:55

Subject: Re:Email Notifications

houmadath
SysAider

SysAider from release 7.5

Joined: 13/07/2012
Messages: 3
Offline

I'm attaching here a word doc that shows the screens in which you can edit the settings.

Filename	notifications.docx
Description
Filesize	294 Kbytes
Downloaded:	14 time(s)

19/07/2012 22:04:15

Subject: Re:Email Notifications

amyskitchen
Super SysAider

SysAider from release 6

Joined: 11/09/2009
Messages: 88
Location: Petaluma, California
Offline

JGingras,

Take a look at the document that houmadath posted. If you don't want your techs to get an email every time a ticket is updated (modified), then uncheck the "Notify assigned administrator when a Service Request changes" box. You might also uncheck the "Email the responsible administrator when a Service Request changes" box.

Unchecking these should cut down on the 'noise' that is generated when tickets are being updated throughout the day.

As for the new tickets being generated when someone replies to all...that's a point of contention with a lot people here. SysAid looks at incoming emails (specifically the subject line) and if a ticket number in this format (#1234) is in the subject line, SysAid will amend the ticket that matches that number. If no ticket number is in the subject line, SysAid assumes this is regarding a new ticket and generates one.

I have a rough time getting users to take the helpdesk email address of the circus of Cc's that happen when something is going awry. They think they're being helpful of course so we can't fault them so much.

Good luck!

20/07/2012 14:09:23

Subject: Re:Email Notifications

JGingras
SysAider

SysAider from release 7.5

Joined: 29/06/2012
Messages: 13
Offline

Thanks for the feedback on these. I will remove the suggested settings and see how it goes.

I did notice that I am missing some of the settings from houmadath's screen shot. What version are you on?

Thanks again for the help!!

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