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![[Post New]](/Sysforums/templates/default/images/icon_minipost_new.gif) 10/02/2010 17:16:41
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benb
SysAider
Joined: 10/02/2010
Messages: 2
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I am working on a migration from SpiceWorks to SysAid. Spiceworks has a great feature where if a user replies to a closed ticket it will re-open the ticket. Is there similar functionality in SysAid? I have been unable to determine how to configure this behavior. No matter how many new and exciting features are in SysAid, if my users cannot reply to closed tickets an get a response they will be unhappy. Please Help.
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10/02/2010 17:26:59
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benb
SysAider
Joined: 10/02/2010
Messages: 2
Offline
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I figures this out, just needed to try a little bit harder. If anyone is curious, it is in preferences>integration.
Send replies to assigned admin(s) and change status to: OPEN.
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10/02/2010 17:27:52
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SysAid#1
SysAid Mod
Joined: 02/11/2008
Messages: 702
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G'Day Benb,
Welcome to the Community!!!
First question,
Are you using the "Send replies to assigned admin(s) and change status to" setting in the email integration?? If so what is the status change made?
How long after the SR is closed does your users have to reopen?
I am working on a few possible ways to do this, but need these questions answered.
Regards,
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11/02/2010 03:04:49
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Obelix
SysAid Wiz
Joined: 12/06/2008
Messages: 901
Offline
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*wrinkles on forehead*
SysAid behave EXACTLY like that by default !
In fact my problem is educating user not to reply back when they got a sr close notification because it will reopen the SR.
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That is not a bug, it's a feature...
When everything else fail try SysAid Wiki by Techguy |
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11/02/2010 06:26:25
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BJINS
SysAid Wiz
Joined: 08/08/2008
Messages: 583
Location: United Kingdom
Offline
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I have the same thing Obelix! My users are too polite and keep sending me thank you emails which reopen the ticket! 
M
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When the going gets tough, the tough get SysAid |
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12/02/2010 03:29:46
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Joseph Zargari
SysAid Customer Relations
Joined: 26/03/2006
Messages: 423
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Obelix wrote:In fact my problem is educating user not to reply back when they got a sr close notification because it will reopen the SR.
You could customize the email notification on closed requests to say something like "the SR has been closed. if you wish to reopen the request, please reply to this email". That's what we do on our helpdesk and it usually gets the message across.
If you set your email integration to send emails in HTML format, you could also make that text bold to stand out...
Joseph.
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15/02/2010 22:53:31
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Obelix
SysAid Wiz
Joined: 12/06/2008
Messages: 901
Offline
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*smile*
I did. Even in our mother language.
I think even if we manage to produce an "Are you sure?" kinda pop up, they (least some of them) will still reply it just to say ok or thank you or "what is this ?".
And yesss... I've conducted training and regularly spam them with the procedure from time to time.
It's still a mystery to me, really.
Don't worry about it. Not a sysaid problem.
Most gratefull for the attention though.
*slight bow wider smile*
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That is not a bug, it's a feature...
When everything else fail try SysAid Wiki by Techguy |
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