New SR Email No Longer Showing Correct "From" Field

 
Author
Message
SysAider
3
 
So what do I need to change so this is coming up with the correct name when I create a new ticket. Its still showing the incorrect name.
SysAid VP Customer Relations
604
 
Aside of upgrading SysAid to 7.0.05, you also need to make a change to your ...\SysAidServer\root\WEB-INF\conf\serverConf.xml file.
Break a new line before the last line and place the following line in it:




Eventually, this should look like this:


Save the file and restart the SysAid Server service. Emails should then be sent from the email address of the user who triggered the change.


Enjoy,
Joseph.
SysAider
4
 
In the post above can you confirm that the line should read:

<intergrationSendAutomaticNotificationsFromModifier>true</intergrationSendAutomaticNotificationsFromModifier>

The word integration is spelled incorrectly, intergration. I think the line may need to read:

<integrationSendAutomaticNotificationsFromModifier>true</integrationSendAutomaticNotificationsFromModifier>

Also does this only apply if the end user opens an SR via email?
How should the system behave if the end user opens the SR via the end user portal?
Because I made the changes and it is still not working.
SysAider
3
 
I have one other issue, with a SR that is already created when you click to send out an E-mail the from defaults to the name IT helpdesk and you the option to select your name. Is there a way it can default to the user that is sending out the E-mail? Thanks
SysAider
2
 
Edit. Nevermind

This message was edited 1 time. Last update was at Jul. 21, 2010 10:18 PM

SysAid VP Customer Relations
604
 
NOLA_Mike wrote:In the post above can you confirm that the line should read:

<intergrationSendAutomaticNotificationsFromModifier>true</intergrationSendAutomaticNotificationsFromModifier>

The word integration is spelled incorrectly, intergration. I think the line may need to read:

<integrationSendAutomaticNotificationsFromModifier>true</integrationSendAutomaticNotificationsFromModifier>

Also does this only apply if the end user opens an SR via email?
How should the system behave if the end user opens the SR via the end user portal?
Because I made the changes and it is still not working.



The typo was in the code (not in my post), so you would have to use the tag with the wrong spelling to get this fixed. This isn't a big deal, but I'll bring that to the developers' attention.

Joseph.
SysAider
26
 
Just want to say thanks for fixing this issue, we where also ones whom dont use the email integration.

SysAider
4
 
I would also like to say thank you for fixing this issue. The support staff and programmers at sysaid are very responsive and professional.
I am very happy with the product, especially the ability to see all the "online users" and broadcast messages to them.
It also allows me to find those that stay logged on after they leave, which there not supposed to do.

This message was edited 1 time. Last update was at Jul. 30, 2010 04:14 PM

SysAid VP Customer Relations
604
 
We now also have a solution for SysAid on-demand customer. If you have SysAid on-demand account and wish to apply this change, please contact our support team.

Thanks,
Joseph.
SysAider
26
 
Is there anyway to make the 'Assigned to' email address show up as 'from' when we send an email from 'Send Message' in the ticket?

Similar like if I close a ticket it shows as coming from the 'assigned to' user, instead of the sysiad@.... generic email address.

Regards,
Aaron


SysAid VP Customer Relations
604
 
In SysAid 7.0, there's a new option in Preferences > Integration > Email tab, to "Allow to send messages from admin emails". If you select that checkbox, the admins will have a From field on the compose page, in which they can choose their own email address to send from.

Joseph.
SysAider
26
 
Great, that was easy!