Auto Notifications
 
Author
Message
SysAider
10
 
I have not gone through all the documentation yet, so excuse me if this is covered already. I am looking for a way to have the system notify me when a new SR is generated from the end user portal. It seems that because no -one is assigned the task, then no-one is notified. Any ideas?
SysAid Wiz
909
 
Go to "preference" pick "Helpdesk Settings"
There are lots of options on how you got notified on the "General" Tab.

YESSsss... even with nobody assigned.

This message was edited 1 time. Last update was at Jun. 13, 2008 03:46 AM

SysAid Wiz
2449
 
If you want to be assigned to calls automatically, you can go to preferences > helpdesk settings > routing and set up rules that will automatically assign service requests based on the category, submitting user or he's company/user group
Pushing IT forward
SysAider
10
 
I tried the routing setting and will see how that works, but i had also tried this (administrator emails a group in my co that forwards to a few admins)
-------------------------------------------------------------------------------------------------------------------
New Service Request default priority = Un-Set

yes- Email notification on new Service Request with priority >= Un-Set (new one i made)
yes - Send email notification to the administrator the service request is assigned to.
yes - Send email notification to the group the service request is assigned to.

Send email notification to administrator

yes -Send instance message to administrator regarding a new Service Request.
-----------------------------------------------------------------------------------------------------------------
SysAider
10
 
I have it set where a group of us gets emailed for any changes that occur. Our admin emails, and one standard user email are all set to a group email address. Then in helpdesk settings, routing, I have company all, user group all, category all, administrator none, and admin group is the only admin group we have. Any time a new request comes in, or a request is changed in any way, our group gets emailed.

This message was edited 1 time. Last update was at Jun. 13, 2008 11:43 AM

~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~
A computer once beat me at chess, but it was no match for me at kick boxing.