CCS SERVICE REQUEST 5.0

Configuration and Administration Manual

Crow Canyon Systems, Inc.

http://www.crowcanyon.com

support@crowcanyon.com

Notifications

CCS Service Request provides the capability of sending Email notifications when various events occur during the processing of a ticket

· Notification on Ticket Assignment

· Notification of Ticket Completion

· Auto-Reply on Ticket Submission

· Staff Notification on Ticket Submission

These notifcations are managed by utilities in the Notifications folder:

Notification on Ticket Assignment

When a ticket is assigned or reassigned, CCS Service Request can inform the relevant parties – the assignee(s), the end user, and the additional contacts – about this event. There are various settings on this utility:

First question – “Send email when ticket is assigned or reassigned?”. If “No” is selected, the whole “If Yes, send to:” section is skipped. That means no email is sent out to anyone when the ticket is assigned or reassigned. If “Yes” is selected, then other options are available.

“If Yes, send to:” has three possibilities as to who is sent an email about the assignment:

• “Assignee(s() on ticket” – the person or people who are getting the assignment. IF the ticket is being reassigned, this includes the person or people to whom the ticket was previously assigned, as they should know that the ticket is no longer assigned to them.
• “Designated Email address(es)” – the email address that should always get an email about ticket assignment/reassignment, such as a manager. This can be more than one email address. Separate email addresses with a semi-colon.
• “User on ticket” – the end user, as well as the Add’l Contact, if the “Include in Updates” is checked. Under this option are three ways the email can be sent. The difference is whether an link to the Assigned Ticket is included in the email. If the link is included, the email recipient can click on it to open the Assigned Ticket:
• “Send the same email” – end users and add’l contacts get the same email as the assignee(s)
• “Send separate email” including link – end users and add’l contacts get their own email, but it has the same content as the one to assignee(s), including a link to the ticket. This could be used if there is a need to add information for the assignee(s) on the email that end users should not or do not need to see.
• Send separate email” do not include link – end users and add’l contacts get their own email, and it has the same content as the one to assignee(s), but it does not have a link to the ticket. This is used when the end users do not have access to Assigned Tickets.

Another option is “Do Not Send Email to Self” – if the person doing the assignment is an assignee or is the end user, this prevents an email from being sent to them. Presumably, the person doing assignment would know about the assignment and would not need another email about it, but there are situations where the person wants to receive the email anyway to keep a record.

For all these cases, there is the option to Display the email or just send it out:

The last section asks if the person doing assignment should be prompted to “Display newly Assigned Ticket?”. Some people want to see the new Assigned Ticket and have it open right away. Others just want to do the assignment and not be prompted to display the Assigned Ticket.

Notification of Ticket Completion

• User Notification on Ticket Completion
• When an ticket is completed a message can be sent to the user. Three options are available to configure notification. Select the appropriate option using the radio buttons.
• Also, pre-set text can be included at that top of the completion message to user. This can include text, links, and attachments. This can be used to send the user a link to a survey or a form to fill out to rate, review, or comment upon the Service Department performance.
• How the Work Log is displayed on the Completion email and how it is sorted can be set in the “Configure Work Log on email” box.

• Staff Notification

When a ticket is completed a message can be sent to the assignee(s) if the person closing the ticket is not the assignee or if there are multiple assignee(s). Select the appropriate option using the radio buttons.

Also, one or more SMTP addresses can be sent a notification on EVERY ticket that is completed. This is sometimes used by managers to keep track of Service Request progress.

The “Use KB Article Rating System” is explained in the Knowledge Base manual

Auto-Reply on Ticket Submission

CCS Service Request can be configured to automatically reply to the requester when a ticket is submitted. Specific instructions regarding the configuration of the message and the auto reply options are listed on the utility configuration screen.

The checkboxes at top determine when the Auto-Reply will run. These correspond to the three ways users can submit tickets – by Outlook forms, by email, or by the web forms.

The actual message to user is configured in the boxes below. Several variables are available as placeholders in the email, as explained on the utility.

The “From” address can be modified (that is, who the Auto-Reply to the user is From) can only be changed for the Auto-Reply sent when the user submits the request by email. It cannot be changed when the user submits by Outlook or web forms.

Staff Notification on Ticket Submission

Staff Notification on Ticket Submission informs the staff (via email) about a new ticket. This notification works for any new ticket, whether entered from Outlook, by email or the Web. Use email addresses, whether regular email account or a pager or cell phone, in the boxes. If more than one, separate the email addresses by semi-colons.

The “Default Email” gets notified when there are no matches according to the criteria below. It also always gets notified when nothing is entered below.

“Send Concise Emails” means that a stripped-down, simple email is sent to the address. This works well for mobile phones and text messaging as a means to inform staff about a new ticket.

The Category and Importance drop-downs determine which email address get notified when a ticket is created with that Category/Importance combination. This allows quick identification and reaction to specific issues and priorities, thereby increasing response time.

The Category is recognized on tickets created by Outlook or Web forms, where the user can select a category. When email is sent in, there is no Category, so there can be no use of Category in deciding who should be notified. Use the Category selection of “All” to include any emails that are sent in, as that tells the system to not check Category when deciding which emails address(es) to send a notification to.

Importance, however, is recognized for any type of user request. In this utility, the three standard email importances are used – High, Normal, and Low. Even though an Outlook or Web form could have other Priorities associated with it, for the purposes of this notification utility, these Priorities are reduced to one of the three Importances, as indicated in the List Manager utility in the General Utilities folder: