Set all email generated tickets to high priority

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Set all email generated tickets to high priority

Forum Index » SysAid Integration

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07/09/2010 18:10:59

Subject: Set all email generated tickets to high priority

bghacking
SysAider

SysAider from release 7

Joined: 05/08/2010
Messages: 2
Offline

Hi,
Basically we're looking to set it up so that ALL tickets created through email will have their priority preset to the highest priority.

Our goal by doing this, is so that we can receive a SMS text for tickets generated through email. We don't want SMS texts for anything less then the highest priority.

Thanks!

This message was edited 1 time. Last update was at 07/09/2010 18:11:24

09/09/2010 09:43:58

Subject: Re:Set all email generated tickets to high priority

Jonathan
SysAid Wiz

Joined: 17/06/2008
Messages: 326
Offline

Hi

This is fairly easy to do

In Preference and then integration you have you email options.

In here if you have no done so already set up and email account you can pull from whilst setting this up you can set the priority and this way say that all calls emailed are hight priority.

09/09/2010 10:13:27

Subject: Re:Set all email generated tickets to high priority

bghacking
SysAider

SysAider from release 7

Joined: 05/08/2010
Messages: 2
Offline

Thank you for your response.

I see an area to set the Urgency but not the priority of new tickets.

So new tickets still have the urgent status, but it looks at the priority status, not the urgency status when determining if it should send a SMS message.

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