New SR Email No Longer Showing Correct "From" Field

 
Author
Message
SysAid Wiz
1768
 
My perspective on this issue:-

Oded why is this not mentioned in the release notes?

If you change the behaviour of the product in a significant way like this it should be mentioned in the release notes,
a bit like the change in behaviour about no longer requiring and unencrypted password in the config.xml file on your server, these changes need communicating to us,
otherwise we are left wondering what else might have changed in sysaid.
SysAider
6
 
techguy wrote:My perspective on this issue:.............


So I take it this is a done deal.

I'll be pulling a backup of 6.5 off tape I guess. I know to some this might seem trivial but not having to look at the whole email on my BB, being able to sort emails by requested user, and being able to reply directly to the email just makes my life easier.

And to reinforce what techguy said. Please add this kind of stuff to the changelog so its not a surprise. I practice the 'if its not broke done fix it' around here and do not like upgrading anything unless I have to. Needing to upgrade do to having some issues with Windows 7 and seeing nothing that effected me in the changelog, I didnt bat an eye. Now it appears If I want the emails back the way it was ill need to restore 6.5.

Most likely the wrong forum but is on topic somewhat, is it possible to downgrade?


Mark
SysAider
4
 
I am really glad I read this post before I upgraded to version 7. I would have really missed having the end users email address showing when submitting an SR.
This really needs to be changed.
SysAid VP Customer Relations
604
 
I have a workaround that might help (at least) some of you. In Customize > Notifications > Email subject to administrator regarding a service request and change it to be:
${ReqUser.email} - ${ActionNotification}

It will add the email address of the request user into the subject.

I hope this helps, at least until we deliver a more permanent solution...
Joseph.
SysAider
6
 
Ended up using ${RequestUser} like that "${ActionNotification} - ${RequestUser}" untill restoring 6.5 from backup. Drastic I know but I guess its just the way we use SysAid that it needs to /come from/ the users email address.

I'll check this thread and upcoming release logs for it to be added back / patched. That said if it is fixed please note it in the release log and also note this type of change in the future so some of us aren't forced to deal with a change like this.


Mark
SysAider
5
 
fearroyo wrote:
Now that the email does not arrive with the user who created the request in the From, the we are force to forward the email and lookup the user's email address. These are additional steps which are not needed, since we are not looking to have all communication added to the request.
Also, when an admin updates or closes a ticket the email notification generated to the user came from the email of the admin who performed the action. This was also a great help for our users and other admins in knowing very quickly who worked on the request.


^^^^ this

I use SysAid as a means to centralize and archive service requests. I'm not using it to audit everything I do. That being said, it's much easier for me to reply to the email notification, resolve the issue, then go close the ticket out in SysAid. I do 99% of the service requests for our company, so I have no need to record conversations or attach files within the system for others to refer to. The ability to *quickly* deal with multiple tickets from within my inbox was a great asset. Having a name show up in the list also helped me distinguish between different tickets/issues, as I deal with people, not ticket numbers. Now that its no longer possible to do this, the SysAid system has become less valuable to me.

I understand the SysAid team's reasoning for the change, but this is a type of modification that forces people to use the system in a way that may not benefit their particular situation. If this had been added as an option, I don't think anybody would have a problem with it. Completely removing a product's useful feature for a certain group of people will never been warmly welcomed, however...
SysAid Wiz
915
 
I get a better picture now.

It's still an interesting case because it felt like a time travel. THAT was what I've been doing before I found sysaid.

Anyway,
If you must cover everyone Oded, options are better than spawning the product into silver, gold, platinum, or standard, advance, enterprises... or any crap like that.
Please ?

May the force be with you...
SysAider
8
 
Hello,

My name is Fernando, Im gointo to tell you waht its happening to us with this change.
As other users we didnt use email integration, we plan on use it in the future but no right now.
We use groupwise here, and we have notifications enable (mail Open, deleted, accepted, etc), so this is generating me a big headache, If a I enable integration I keep receiving mail from the default user. If i go to the default client I see the mail I send strikethrough.
I dont know Im lost here, im going to take the workaround for now but I hope thats not the final solutiion.
One more thing I forget, as techguy says I think that this kind of change it has to be publish in the realese notes so if someone its going to install the ugprade its gets a warning of the possible operational change that might occour.
SysAid VP Product
1166
 
Hi Guys,

We really didn't know this is being so widely used.
I wouldn't even describe it as a planned change in the feature , it was more of a bug fix from our side which turns out we didn't fully understand it the best way.... The result is more then a few customers that their current process stopped functioning

I am almost sure that this wasn't discovered during our Beta process, but let me assure you we are fixing this, and it will be available in a minor release for 7.

You probably want to know when..... Very soon in a matter of a few weeks,

I would like to take this chance and thank you all for sharing. Again, there was no specific intention behind this , just an innocent mistake and it will be fixed.



Regards,
Oded

This message was edited 1 time. Last update was at Jun. 08, 2010 03:33 PM

SysAid Wiz
1768
 
Sorry Oded if it feels I am picking on you and being negative, I am just trying to help improve your processes for the benefit of everyone.
Even if it was a "bug fix" should it not have been mentioned in the release notes /fix list?, then the pathfinders would have known to check this area.

SysAider
14
 
Oded M wrote:Hi Guys,

We really didn't know this is being so widely used.
I wouldn't even describe it as a planned change in the feature , it was more of a bug fix from our side which turns out we didn't fully understand it the best way.... The result is more then a few customers that their current process stopped functioning

I am almost sure that this wasn't discovered during our Beta process, but let me assure you we are fixing this, and it will be available in a minor release for 7.

You probably want to know when..... Very soon in a matter of a few weeks,

I would like to take this chance and thank you all for sharing. Again, there was no specific intention behind this , just an innocent mistake and it will be fixed.



Regards,
Oded


This is great news! Thanks for listening to the customer and keeping us happy. One of the many reasons why we run your product.
SysAider
4
 
That is awesome news, Oded. Thank you very much for listening to your customers on this issue. It sounds like I can finally look forward to upgrading to version 7 in a few weeks.
SysAider
20
 
I was in the same boat as all of these guys. It took me a minute to understand why the regulars around here were so confused and perplexed by this usage, because they've always done it the other way - using a dedicated account and having all incoming and outgoing messages recorded in the SysAid software.

It seems like there are two camps of SysAid operators - those that use the software the way I and all these others do, replying directly to users and not tracking replies to messages via SysAid and believing that this is how the software is meant to work... and those that integrated a dedicated address and have always been replying to the service account and tracking incoming and outgoing messages in SysAid.

Until recently I was solidly in the first camp - I opened up a thread back in December of 2008 complaining about this very thing when I attempted to enable integration of a help desk account in SysAid 5.6. I received much the same response from support - "why would you use it that way?" rather than any attempts to understand or fix the issue. Since the software works for pretty much everything else, we dropped the subject for a year.

When we realized that it had been disabled in 7.0, I was able to convince the other admins to make the switch to the service account scenario by adding in the Request User to the subject of the email. Since the functionality is essentially the same, it was worth making the switch.

We love the software and the company that stands behind it, just please realize that something as simple as that undocumented "bug fix" can affect a large group of your users.
SysAid Wiz
915
 
By providing the user such an excellent flexibility, there's no way sysaid would know how the user use or NOT use certain (plethora!) features on sysaid. And I think there is already an attempt to cover this...

How come this didn't come up during the beta release ?
None of you are participating in the pathfinder program ?
Or
this did came up, but it just didn't get the attention then.

And yesss.. I think everybody here agree by just communicating, Oded and his troops are still one of the best around...
SysAid Product Manager
309
 
Hi all,

Thanks to all those people who have connected us regarding the email integration problem in 7.0, we have been working to fix this issue so you will be able to receive emails directly from your users.
We would like to share with you the scenarios that will be fixed in our next minor release and to be sure we covered all the cases and processes you mentioned.

When no incoming email integration is defined:
1. When a user submits a new SR -- > the admin receives an automatic email from the End User email address. If no email address is defined, send it from the default account.
2. If automatic routing rule defined, when the End user submits the SR – on top of the above email, an email is sent from End user (if he has email) to the assigned Admin.
3. When admin1 assigns\changes the SR to Admin2 -- >Admin2 receives the email from admin1 (if he has an email)

The logic is the same in all cases – the automatic email is sent from the user\admin that performed the update (if no email defined under that user\admin – sent from the default account).

Thank you all for your cooperation!

Thanks,
Sivan