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![[Post New]](/Sysforums/templates/default/images/icon_minipost_new.gif) 28/07/2010 11:26:11
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David Porterfield
Super SysAider
Joined: 03/11/2009
Messages: 71
Location: England
Offline
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I am configuring the change request process
I have a requirement to get end user input in the change process ( for example business justification for a change )
I have found that a limitation of Sysaid is that I cannot assign action items to end Users - but only to admins ( Is this still true at the latest release)
As a workaround I thought it was possible to send the request user an email notification using the service desk notifications assigned in the attributes of an action item
I could then use the reply to this mail to manually recieve the information from the user and have the admin past it into the action item
To do this I thought you had to use the value $RequestUser in the mailrecipients tab of the service desk notification . However when I do this no mail gets sent
On further investigation I can see that a message gets created but rather than being sent to the 'username' and therefore email adress of the user it gets sent to the 'fistname lastname ' of the user which is not a real user - I have attached a screenshot of the messages list from the
I guess my questions are :
1 Is it possible to directly assign action items to end users for their input ? or if not
2 is it possible to send them an email based upon the action item
3 Is $RequestUser the right vaiable to use in the mailrecipients list - or is there a better one ( I can see if I create a new service request notification it defalts in $Assigned_to_sub,$ProcessManager,$RequestUser,$AdminGroup )
4Has anyone done this and got it working
5 - Could this be a bug - can anybody else replicate it
Any help much appreciated
| Filename |
Example of notification template showing the mail recipients.doc |
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| Description |
example of errors |
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240 Kbytes
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5 time(s) |
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IT Manager
Brüel & Kjær
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30/07/2010 05:06:13
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MPaulB
Super SysAider
Joined: 24/09/2009
Messages: 51
Offline
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You can assign tasks to any user type. When you select Change next to the user name, the popup appears giving you the users to select from . You should see a button called User type allowing you to show All or a subset.
Note that I have found a serious issue here for me. We assign actions to end-users who in our case are customers - for approval. When the end-user views the action they also see the change user button. This means they can re-assign the action to another end user - in our case that could be another customer.
Can we be able to edit the view of the action item that the end users sees so they do not have the ability to change who the action is assigned to?
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08/08/2010 06:26:33
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Joseph Zargari
SysAid Customer Relations
Joined: 26/03/2006
Messages: 423
Offline
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MPaulB is correct in his first comment. End users could be assigned to action items.
I also wanted to say that it is possible to prevent the user from changing the assignment, so your end users cannot move the action item to someone else. The way to do this is to make the Assigned To field read-only (so the change button becomes grayed-out). The admin could change the assignment by clicking on the blue cogwheel icon on the right of the action items tabs...
Thanks,
Joseph.
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17/08/2010 12:04:06
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MPaulB
Super SysAider
Joined: 24/09/2009
Messages: 51
Offline
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Joseph, when you say that the admin could change the assignment by clicking on the blue cogwheel icon on the right of the action items tabs, do you mean anytime the admin wants to change the assigment, they have to edit the field to remove read-only, make their change, then set it back to read-only again?
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18/08/2010 11:46:18
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Joseph Zargari
SysAid Customer Relations
Joined: 26/03/2006
Messages: 423
Offline
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That's not what I meant. What I mean is that you could click on the blue cogwheel icon, you have the assigned to field. You don't have to add it and remove it every time...
I attached a screen capture of what I meant.
![[Thumb - 5222.png]](/Sysforums/upload/2010/8/18/89de9d8b309f0f4e00c034df8888575d_963.png__thumb)
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5222.png |
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11 Kbytes
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1 time(s) |
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