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okay upon further testing I can get e-mails into the same message thread only if the subject line is EXACTLY the same. Is it possible to get it to detect the subject line just by SR# in the subject line? Everytime they respond to a request via e-mail there is a RE: and sometimes they will add additional information to the subject, but it always keeps the Service Request#
Is that possible?
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Thats strange because every time they reply to the request back to helpdesk it creates a new service request. Every time. Even when I test it myself it does the same thing.
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Obelix, thanks for the input.
I will try getting them to reply without changing the subject line, of course if nothing else it will have the RE: (service request information here) as my users would doubtfully modify the subject line at all.
I've set up forms, trained users on filling out the forms I've created and I can barely get them to do that.
Is there a way to setup a subject detection where as long as the SR is in the subject anywhere it will pick up the request and put it into messages?
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Thanks for taking the time to go through all this. Basically whats happening is when a user puts in an e-mail service request and I respond to that request as a message, they reply to the message via e-mail to helpdesk@mydomain.com. Instead of taking that into the service request as a message response, it creates a new request.
Sometimes my users will continue to update the requests which could open countless requests. Some users actually log into sysaid to answer requests correctly, but the turnaround in our business is so quick it's impossible to train everyone that comes through the door. If there is like.. and e-mail-to-message "thread" capability that would help so much. What ends up happening is a report goes to my managers showing that we had 20+ requests open this week... but 12 of those could be duplicates, and it creates much more work for me to have to compile all the relevant data into one requests for the knowledge base.
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some of my favorites were already listed 
Heres one of my most favorites though
www.makeuseof.com
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Hi all,
I've been using sysaid for some time now, and my company LOVES to send in e-mail requests. The problem is, some of our users continuosly reply to requests opening up multiple instances or a request. I often have to go in and clear 10+ service request replicates because a user may want to reply to all when added to a request. Also, is there a way to have the request show in request user the senders e-mail address?
Also while we're on the topic, would there be a way to e-mail the requested user back without having to login to Sysaid?
For instance I get a service request in my e-mail. I reply to that e-mail. The e-mail gets updated into Sysaid (in the notes or history or messages or what have you) and also sends back an e-mail to the Request user. Is that possible?
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We have a couple computers on Vista Business here, as well as a couple linux machines. The majority of our systems are XP.
We haven't upgraded or transitioned fully to either vista or Linux for one main reason. Vendor Support. Until our specialized vendors support Vista or Linux, (or windows 7 for that matter) we won't be upgrading any time soon.
Also, sure Vista is flashy, has some much needed security features and enjoyable entertainment features, but the resources it requires can put a strain on a budget when you would have to upgrade 100+ PCs from 2002.
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Wow, Confucious sure was wise WAY beyond his years!
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1bigdowg wrote:If you still need help with your linux system send me a message along with the details of your problem. Also I need to know what version you are running, for example; RedHat etc. copy & paste this link http://www.worldlinkct.com/3.html and fill out the form at the bottom of the page. This will be a free service.
Bill B
WorldLink Computer Technologies
Great, let us know how it turns out, I'd love to hear how the problem got resolved --would be good for other users too-- if it did. Obelix, if theres anything else i can assist you with let me know, if your servers still down I'll be happy to help over these forums
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Do you have a backup Domain Controller that may be set on a different time? Just a thought. Also, are they using the same version of Outlook? How many are experiencing the issue? If they send you a calendar item does it show up two hours behind?
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It looks as if it can't find the installation. Its a possibility that the partition got damaged. You can run FDisk and try to readd the linux partition. You can use Fdisk from http://www.toms.net/rb/ OR knoppix.org
Let me know if that helps.
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I don't actually use a particular schedule on when to replace parts or not to. We're fairly careful with our machines, and we *used* to get a lot of really bad power surges. Ultimately purchasing a UPS (about 30USD per PC) really helped as far as potential blowouts due to power spikes.
Since we don't buy from a vendor anymore, I usually build all the New PCs that come in. This kind of helps as far as our cycle goes >> depending on the parts I buy it will depend on the life of the machine >> Seagates HDDs last extremely long so costs are relatively low in HDD replacement. In the event they do go out the Warranty lasts for a very long time. Warranties on Memory are usually lifetime warranties as well.
Having incremental backups is a must. One way to setup incremental backups (depending on the size of your organization and size of user profiles) Would be to setup a Roamin Profile for their Windows Accounts. This will save all documents automatically to the server when they log out. Its a simple safeguard on user profiles just in case users aren't already saving their most important files to the server.
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You'll notice (especially depending on your version of Symantecs Antivirus) that most RC programs that install as a service will be flagged to bring it to your attention that you have an open connection to that computer.
Funny thing, the other day SAV picked up AWHOST which is actually PCAnywheres Host connection -- it showed it as a potential virus -- which is strange because PCAnywhere is made by Symantec.
You'd think they'd know their own program.
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