Heading away for 2 weeks - but have some outstanding issues
Hi
After tomorrow I am away for 2 weeks, and just wanted to highlight some outstanding issues I still am waiting to hear back from Adventnet:
- Support ticket 3336, URGENT. Sometimes SC stops fetching mail, and has to be restarted. I have not had this issue acknowledged yet, but it is happening about twice a week and has caused problems with customer communication.
- Support ticket 3625, changing the contact for a request doesnt work via auto dropdown menu. This bug hasn't been acknowledged yet?
- Support ticket 3400. SC would not let me reply to a contact, on this occassion. Can no longer be reproduced, but I wonder if the logs suggest a circumstance where this can be a problem?
- Forum topic 13005 http://forums.manageengine.com/forumHome.do?forumGroupId=49000000002007&forumTopicId=49000002683331 there are some issues I am still awaiting feedback for:
2) Why do i get "yet to be picked from queue" messages outside of configured
business hours?
I received a response, but i still think this is not correct behaviour for SC.
3) When i delete a request, a notification containing the description is sent to the
contact ? This is not desired.
4) In my system, customers email address A, which forwards mail to the
supportcentre mailbox (address B).
Whenever an engineer replies to a contact, by default it CC's address A? Better
for it to CC address B or can this behaviour be configurable?
5) What about option to send notification to contact when issue is assigned ?
This avoids spam issues, so you don't need to send notification when issue is
received?
- I was advised this already occurs with a different notification rule, but as discussed in topic 13005 this is not the case. I think this notification ability is important.
Thankyou for your attention
Alistair
After tomorrow I am away for 2 weeks, and just wanted to highlight some outstanding issues I still am waiting to hear back from Adventnet:
- Support ticket 3336, URGENT. Sometimes SC stops fetching mail, and has to be restarted. I have not had this issue acknowledged yet, but it is happening about twice a week and has caused problems with customer communication.
- Support ticket 3625, changing the contact for a request doesnt work via auto dropdown menu. This bug hasn't been acknowledged yet?
- Support ticket 3400. SC would not let me reply to a contact, on this occassion. Can no longer be reproduced, but I wonder if the logs suggest a circumstance where this can be a problem?
- Forum topic 13005 http://forums.manageengine.com/forumHome.do?forumGroupId=49000000002007&forumTopicId=49000002683331 there are some issues I am still awaiting feedback for:
2) Why do i get "yet to be picked from queue" messages outside of configured
business hours?
I received a response, but i still think this is not correct behaviour for SC.
3) When i delete a request, a notification containing the description is sent to the
contact ? This is not desired.
4) In my system, customers email address A, which forwards mail to the
supportcentre mailbox (address B).
Whenever an engineer replies to a contact, by default it CC's address A? Better
for it to CC address B or can this behaviour be configurable?
5) What about option to send notification to contact when issue is assigned ?
This avoids spam issues, so you don't need to send notification when issue is
received?
- I was advised this already occurs with a different notification rule, but as discussed in topic 13005 this is not the case. I think this notification ability is important.
Thankyou for your attention
Alistair