New SR Email No Longer Showing Correct "From" Field

 
Author
Message
SysAider
5
 
Before upgrading from 6.5 to 7.0.04, Whenever a new SR was entered by a user, I would receive an email from Sysaid with that user's address in the "From" field. After the upgrade, all new SR notifications are coming in with "Sysaid@<mydomain>" in the from field. Is there any way to have the individual users address show up again?
SysAider
14
 
I am having the same issue after the upgrade. Any help on getting it back would be great!!!
SysAider
1
 
Same problem here after upgrading, anyone have an idea on how to fix this?
SysAid Customer Relations
1092
 
Hi guys,

Sorry for the late response.

Please send us screenshot of:
Preferences > Integration > Email (all the page).
Customize > Notifications > Email Body to Administrator. You can also try to restore to default this notification or all of them and check the notification.
Screenshot of a problematic screenshot and notification.

This issue was resolved in one of the releases but apparently you still have it so we will probably going to need to do a remote with one of you.
Best Regards,
Itay
SysAider
14
 
Email sent to helpdesk with requested screenshots.
SysAid VP Customer Relations
604
 
Hey,

I wanted to provide an update on this.
You are all right about how this used to work; In case no incoming email integrated was configured, emails used to be sent from the address of the user who initiated the modification/submission to the service request.

We have now correct this, so that if no incoming email integration is configured, the emails will be sent from the address that was configured in the outgoing email integration settings.

This change in behavior was made intentionally, after thorough examination.

Thanks,
Joseph.
SysAider
14
 
It is unfortunate that functionality changes like this after made without the ability to function as it used to be. The system has worked like this for many years. Some of us are used to this behavior, and prefer it, and would like the ability to set it back.
SysAid VP Customer Relations
604
 
Everything is open for discussion. We need to get solid arguments for putting this back, though.
The way we see it, the best way to go would be to integrate SysAid with a mailbox so it would pull emails form that mailbox. This way, when users reply to emails, it goes into SysAid. This allows SysAid to hold the entire correspondence.

If you can make viable argument for getting this behavior back, I'm sure we can get our product manager on board...
SysAider
5
 
Why do we need to argue to get a functionality back that we've been using for quite some time now?

It has been much easier for me to see who a request is coming from, and to respond to them quickly, when their name showed up in my inbox. It's nice to have the option to channel everything through SysAid, but that does not mean I want to be required to do it that way. Giving us the option to do it either way would be preferred; forcing us to do it the way you think it should be done is not.
SysAid VP Customer Relations
604
 
Aware wrote:Why do we need to argue to get a functionality back that we've been using for quite some time now?

It has been much easier for me to see who a request is coming from, and to respond to them quickly, when their name showed up in my inbox. It's nice to have the option to channel everything through SysAid, but that does not mean I want to be required to do it that way. Giving us the option to do it either way would be preferred; forcing us to do it the way you think it should be done is not.



Hey Aware,

What if you get the request users' details in the email subject? It could show: "John Smith - New service request #1234" or "john.smith@acme.com - New service request #1234"...
Replying from your Outlook doesn't seem like the right way to go, because it won't be recorded on the service request (so you cannot go back and see who sent what to who).

I'll ask our product manager to join this discussion and enter his inputs.

Thanks,
Joseph.
SysAid Wiz
915
 
I'm with Zargari.
Both the decision and the puzzlement.

This is most curious,
How do you guys do helpesk ?
SysAid VP Product
1166
 
Hi Aware,

I am in the loop and up-to-date on this.

There are several scenarios related to sending and receiving emails in SysAid and they depend on your current integration setup and if your Admins have emails defined.
Could you please share with me the following scenarios :

New email submitted by end user and assigned to an admin: The admin receives an automatic email from who : the end user / Incoming email account if exists / outgoing email
same for : A Service request is updated

When you you send a message from within in a Service request via "Send Message", the email that is sent is from who ? the current logged in admin ? / Incoming email account if exists / outgoing email

I understand you don't work with the incoming email at all, that is OK, in this case what if all outgoing emails go out from a shared account and all your admins will have access to this account ?

I would like to have SysAid try and cover all cases and processes and want to fully understand your support process so it can be covered properly

Thanks

Oded
SysAider
14
 
Joseph Zargari wrote:
Aware wrote:Why do we need to argue to get a functionality back that we've been using for quite some time now?

It has been much easier for me to see who a request is coming from, and to respond to them quickly, when their name showed up in my inbox. It's nice to have the option to channel everything through SysAid, but that does not mean I want to be required to do it that way. Giving us the option to do it either way would be preferred; forcing us to do it the way you think it should be done is not.



Hey Aware,

What if you get the request users' details in the email subject? It could show: "John Smith - New service request #1234" or "john.smith@acme.com - New service request #1234"...
Replying from your Outlook doesn't seem like the right way to go, because it won't be recorded on the service request (so you cannot go back and see who sent what to who).

I'll ask our product manager to join this discussion and enter his inputs.

Thanks,
Joseph.


In our case, we receive a number of requests which require sending an email attachment back to the user. We do not want the attachment or email stored in the request, so we reply back to the user's request with the attachment. 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.
SysAider
6
 
You say this has been fixed but I just updated from 6.5 to 7.0.04 and now all my users request show from the "default mail" account.

Before upgrading the From field would show the users email address.

Is there a new setting to change it back to the way it was or is this still a SysAid issue.


Mark
SysAider
5
 
I have noticed this after doing our upgrade to. I now have an Inbox full of emails from the helpdesk account and not from the user that submitted the request.
I cant understand what possible benefit this change provides but it is incredibly annoying and is making our life more difficult.