isaacf
Member
Sep 9, 2008, 5:14 AM
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Re: [isaacf] Ready Desk System Support
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Nice to hear from the ready desk team I think it is best to use the forum such that all the e-mails do not get filtered as was done earlier. i had the following which i have tried out and most seem to be working now Hi I just read your comments on the ReadyDesk system your are using in your organization from the forums on the internet I am willing to implement it since it was bought last year by my boss and have managed to configure just a few items. I have read the manual but it seems what it said in some parts does not seem to work, maybe you can help. Below are the stages I was hoping to complete before I deploy it to clients and our technicians as well as the comments I did: - All new ticket calls created by the clients using the Ready Desk must notify Faith as the Help Desk Administrator in form of email done can work well
- Faith must then assign these various ticket calls to the right technician within the Ready Desk system done can work well
- Technician must view ONLY the tickets assigned to him and nothing more. (this allows the system to be manageable I think – I stand to be corrected if you think otherwise)
I need to get support on this one, all the technicians are able to view all tickets despite the fact that they are created as customized Power Users - At the same time if the technician can not resolve the ticket then he must be in a position to assign the ticket to another technician or the manager Done can work well
- When finished with a particular ticket after the signing of the Job Card, only the manager must close the ticket. not sure how to set it up
- If a ticket stays for 4 hours without being closed then the manager must receive a notification of the ticket in form of email. was set up in SLA but does not work – emails not generated automatically
- If also the ticket stays for 8 hours without being closed then the MD must receive a notification of the ticket in form of email. No option to generate e-mails to a level higher than the supervisor
At present I can now say I have tried all the above and they all seem to be working after some configurations of my e-mail system but the following seem to be a problem: 1. I cant delete SLA Reports the delete button does not work even if im logged as admin 2. The SLA Rules are not generating e-mails to the technician as well as the supervisor although they are marked YES on alert Technician and Alert Supervisor and also marked YES on Alerts options 3. the last issue which i have completely failed to use is the option for technicians to view only their tickets and noone else's hope to hear from you thank you |