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How are the permissions defined for this? I would like for my administrators to be able to view this, but not modify it without specific permission. Currently, none of my administrators can even view it.
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Anyone?
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I need the ability to enter custom notes about companies and then have those notes viewable under the SR view. For example, I may enter a note about a Company that says "This company doesn't allow users to get online" and whenever an administrator opens a SR for that company they could view this note.
I found the option to enter "Notes" under "User Management->Companies" but I need those notes linked in the SR, so they are always visible when you open the SR.
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What fields are indexed for the end user to search under the end user portal? It doesn't appear that the description and notes fields are searchable and we would like them to be. Can you adjust which fields get searched?
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I can't seem to find anything on this and I can't see how this isn't an issue for others, but with our old ticketing system if a ticket was re-assigned to a new admin the system would notify the old admin that the ticket had been re-assigned to someone new. I can't seem to find where Sysaid does this. The problem is we have had multiple cases where a ticket was assigned to an admin and then the dispatcher realized that it would be faster to re-assign the ticket to another tech, but since Sysaid doesn't notify the original tech that the ticket was assigned to someon new both techs ended up responding. I can't seem to find a fix for this outside of paying for custom programming when in my opinion it should be included. Am I missing something? Is this not a problem for other users?
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When an administrator logs in and click on the incidents list I would like for it to only show him the service requests that are assigned to him and status=open. I would like to set that as the default view for all administrators. What is the easiest way to do this?
Also, when I use escalation rules and select the option to "Notify Direct Manager" How do I know who the direct manager is for each administrator?
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Any chance they will add the ability to edit how often escalation rules run? I know it's currently every 5 minutes, but I would like to be able to create some rules that run every 24 hours.
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I've been playing with this and still can't find a way to make this work. It seems so simple to me, but I can't figure it out. I just want an email reminder sent to the administrator that a ticket has been opened too long after X amount of hours, but I can't make it work.
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I am trying to create an escalation rule that does the following:
Emails the administrator a reminder every 24 hours that an open service request isn't closed.
I can't seem to figure out a way to do this. If I base it off the request time I don't get the desired results. Does anyone have any ideas? I'd like for this rule to continue to run until the status is changed to closed.
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