Replying to unassigned ticket
Hi guys... We are a small shop, and sometimes we are all on the road when a support request comes and we are not able to pickup / assign the ticket from a web browser when on the road, yet we still need to respond to the ticket.
We have shut off "Contact Notifications --> When the request is updated" because of the amount of email that was being sent to our clients during normal operations. The draw back to this is we have found that if we reply to the ticket via email, the requester fails to get notification via email of the reply.
We need two things to happen (and this is absolutely critical for us to remain a SCP customer). First we need to be able to reply to the "New Ticket Notification" email via email (from our Blackberrys) and assign it ourselves (which I have asked for before). So basically, all we want is that if the first word in the body of the message is something "assignmetherequest" followed by a carriage return, SCP should automatically assign the ticket to the technician that replied to the "New Ticket Notification".
Second, we need a way to override the "Helpdesk Settings- Notification Rules --> Contact Notifications --> When the request is updated" option, again by the same method when we reply to the "New Ticket Notification"... So basically, all we want is that if the first word in the body of the message is something "overridenotification" followed by a carriage return, SCP should send an email to the requester that the request has been updated, and SCP should parse the reply for everything below "overridenotification" and take that as the update for the ticket.
If you have any questions, or need further clarification, please contact me.
dcc
Dean Colpitts,
Members IT Group
We have shut off "Contact Notifications --> When the request is updated" because of the amount of email that was being sent to our clients during normal operations. The draw back to this is we have found that if we reply to the ticket via email, the requester fails to get notification via email of the reply.
We need two things to happen (and this is absolutely critical for us to remain a SCP customer). First we need to be able to reply to the "New Ticket Notification" email via email (from our Blackberrys) and assign it ourselves (which I have asked for before). So basically, all we want is that if the first word in the body of the message is something "assignmetherequest" followed by a carriage return, SCP should automatically assign the ticket to the technician that replied to the "New Ticket Notification".
Second, we need a way to override the "Helpdesk Settings- Notification Rules --> Contact Notifications --> When the request is updated" option, again by the same method when we reply to the "New Ticket Notification"... So basically, all we want is that if the first word in the body of the message is something "overridenotification" followed by a carriage return, SCP should send an email to the requester that the request has been updated, and SCP should parse the reply for everything below "overridenotification" and take that as the update for the ticket.
If you have any questions, or need further clarification, please contact me.
dcc
Dean Colpitts,
Members IT Group