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![[Post New]](/Sysforums/templates/default/images/icon_minipost_new.gif) 10/03/2010 03:39:43
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mr b
SysAider
Joined: 20/02/2009
Messages: 4
Offline
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Hi SysAid community,
I'm not sure if this topic should go under Email Integration or here, so please forgive me.
A ticket is created via email sent to the SysAid. SysAid creates the ticket. An admin will go in and assign the ticket to admin2.
Admin2 will then receive a notification that a new ticket has been assigned (this works). The user will also get an email notification stating that the ticket has been assigned to admin2 (this works). Now, when admin2 replies back to the ticket via email to SysAid, I would like the user to recieve an email notification that the ticket has been updated (this doesn't work)
I do see settings in the Email Integration and Help Desk settings that you can set to send notifications if the ticket's changed status.
In this case, admin2 is replying via email so the status setting for the ticket will not change.
Running SysAid 6.5.08
Any help appreciated.
Thank you
This message was edited 1 time. Last update was at 10/03/2010 03:40:57
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10/03/2010 04:04:22
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Tex
Elite SysAider
Joined: 21/12/2009
Messages: 131
Offline
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Hello mr b
Just to clarify - the admin replies to the end user via email and therefore the end user recieves an email containing the admins response. You would then like Sysaid to send the end user another email saying that the Admin has responded to them?
Does the end user really need 2 emails? They will know that the admin has responded as they will have received the response sent by the admin.
Tex
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10/03/2010 13:15:53
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mr b
SysAider
Joined: 20/02/2009
Messages: 4
Offline
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Tex,
Thanks for responding. I think you've misunderstood.
The admin2 doesn't reply directly to the user. Admin2 replies back to the helpdesk ticket via email.
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11/03/2010 09:07:55
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Tex
Elite SysAider
Joined: 21/12/2009
Messages: 131
Offline
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Hi Mr b
I think Sysaid expects the administrators to email the end users by going through their web interface.
Tex
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11/03/2010 13:42:23
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mr b
SysAider
Joined: 20/02/2009
Messages: 4
Offline
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Tex, Community,
Have any of you come across this? Is there a work around?
Thank you
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14/03/2010 03:56:18
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itayH
SysAid Customer Relations
Joined: 23/09/2009
Messages: 1092
Offline
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HI mr b,
In order change the status when Admin2 reply, please go to Preferences > Integration > Email tab > change the "Send replies to assigned admin(s) and change status to" to the status you want.
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Best Regards,
Itay |
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15/03/2010 03:04:54
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mr b
SysAider
Joined: 20/02/2009
Messages: 4
Offline
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itayH,
The setting for the "change status to" is set to 'Open.'
But how does the user get the notification if admin2 updates the ticket by replying back to the helpdesk using email, not through the helpdesk interface?
Thank you
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17/03/2010 08:58:52
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itayH
SysAid Customer Relations
Joined: 23/09/2009
Messages: 1092
Offline
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Hi mr b,
You can use different status for receiving email back from Admin2 and when the status is changed to this status a notification will be sent.
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Best Regards,
Itay |
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18/03/2010 06:26:12
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Tex
Elite SysAider
Joined: 21/12/2009
Messages: 131
Offline
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Mr b
Just to make you aware....
If you set the 'change status to' option to 'open' and the SR is already in an 'open' status when admin2 replies, the notification will not be sent. I would recommend that you create a status for this action (such as 'Admin Replied').
Hope this makes sense
Tex
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