New SR Email No Longer Showing Correct "From" Field

 
Author
Message
SysAid VP Product
1166
 
Hi All,

Did you take a minute to review Sivan's post with our detailed plans to fix this ?
I would appreciate your help with this to validate we cover all cases.

Regards,

Oded
SysAid VP Product
1166
 
Hey SysAiders.....

Your inputs would be highly appreciated here....
You had a lot to say above, please review Sivan's post and give us a thumbs up, or any other input you have on this.

This issue is probably relevant only to those of you who don't work with incoming Email integration, so give it another view.


Regards,

Oded
SysAider
6
 
Not sure ill be much of help saying that's OK as I don't use all of SysAid's features.

I do not use Email Integration, I have that box unchecked and just allow everything to go to the default account's email.

As I stated in my previous posts, all I care for is when a users submits a service request from the web that the default acount/email/assigned admin get an email on behalf of that user.

IE: Bob Smith submits a new SR, SysAid shoots an email...

TO: ITDepot@domain ... FROM: bobsmith@domain ... Subject: ...(defined title)...

Hope that helps some. For my case that is.

Mark
SysAider
9
 
sivanm wrote: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


Hi Oded,

I am an on-demand user who just discovered the change in the "From" email of our SR's today after our update to 7 last night. I was so glad to find this post because it made me understand why you made this change. I now understand this "forces" us to use SysAid as the complete package it is intended to be. Now we will be able to see a complete history of communication between us (Admins) and them (users) under the SR rather than having some email in Outlook and the rest of the info under the SR. I think this is a very good change.

However, I am now a little worried. After reading Sivan's post, I'm afraid that since we don't use email integration, with your next release, you will be changing us back to the old way? Am I understanding this correctly? I would rather keep things the way they are now in Version 7 so that all communication regarding a SR will be contained within the SR.

Thank you.
SysAid VP Product
1166
 
Hi carick70,

All options will be available, you should choose the best way that fits your process.

You can enable the incoming email integration and learn to enjoy the benefits of the process.

In all cases when sending emails from within a Service request and automatic email notifications from SysAid are registered under the Service Request - so you won't loose information, but if you don't have the incoming email setup the replies won't be part of the Service Request and you won't get the full communication between the IT and the end user.

Good luck with whatever process you choose !

By the way, there are other benefits for using the incoming email as a source for receiving Service Requests - if you will check out the IT Benchmark latest results you can see that among SysAiders 45.91 % of the Service Requests originated from incoming email - that means a very nice automation ratio in the process of inputting the Service Requests into SysAid.

Oded
SysAid Wiz
915
 
@Oded...
As I stated on my PM to you and Itay... Carrick's concern happened to me.

All message even fired from sr got my address mail where it used to be the address I define in integration.

This option... is enabling and disabling e-mail integration is all there's to do to choose this two modes ?

I remember run into an option where I can choose to use my address or sysaid address when firing a message from sr but I forgot where it is...
SysAid Wiz
915
 
Nevermind...
I got it.

SysAider
17
 
Hi - I've responded in various posts over the last few months about this and thought I would just say that yes, what you are proposing to do would fix it for us. I understand that SysAid is more powerful than the way we use it, but we're OK with that. We mostly use it to deal with the routing of requests and to force users to supply the right amount of information about their request. So giving us the option to be able to reply directly in email would be great, and then we can choose the way that we work best.

Thanks for even considering doing the work to put the option back, I do understand why you felt it was an improvement to get people to use SysAid in a more integrated way. It's good that it's still flexible though especially for us tiny IT departments (I use SysAid for IT but the Design team also use it for Web/Graphics/Video requests) for whom the most basic functionality is still a vast improvement over previous helpdesk systems (or lack of them) that we had before.

Dev
SysAider
17
 
Having an option to choose using SysAid account or user account would be great. What was described is exactly what we need!

How will we be notified when the fix is out? This "bug" is one of the five they found after the upgrade and a last one so they are not happy about it at all.

Thanks!
SysAid VP Product
1166
 
orka1998 wrote:Having an option to choose using SysAid account or user account would be great. What was described is exactly what we need!

How will we be notified when the fix is out? This "bug" is one of the five they found after the upgrade and a last one so they are not happy about it at all.

Thanks!


keep a watch on this post, we will update here.

During July

Oded
SysAider
1
 
Hi! This is a big issue for us as well. We would like the email addresses to work as before. So that when a user sends a request, his real e-mail address should show up in the from field in the notifications. And also when an admin changes/closes a request, his real email should go to the from field, so that when a user replies in outlook to the notification as they are used to, we get the replies in outlook. Please report here if the issue has been resolved.
Thanks a lot!
SysAider
1
 
has any progress been made on fixing this? my director does not like this at all! thanks so much!
SysAider
2
 
Count me in. We're looking to revert to the old email behaviour as a matter of urgency.
SysAider
17
 
Any progress on the fix? I've been asked about this constantly and have no answer for our clients. It has been said here that the fix is coming out in a matter of weeks but it seems that it is going to be in a matter of months. Sorry but our client is very upset about all the bugs and this one is very important to them.

SysAid VP Product
1166
 
Hi There,
We just made the minor release available. - We will post all details shortly.
But because you already asked..... you'll be the first to know

Go ahead and go to our support page and under upgrade now you can get the minor release 7.0.05 that fixes this issue and more

Oded