When we create a new job manually, we drill down the Issues tree to find the appropriate issues descriptor. When a job is created via Email Manager it comes in with the issue "Helpdesk". I can't find where this happens in order to change it. Apropos - can it be changed 'easily' by scanning keywords in the client email or does it have to be altered manually by Helpdesk staff once the job is created.

I've searched the on-board help but nothing seems to stand out as answering this particualr question. I am tired though. ;)

 

Hi Muser,

The Email Manager always logs jobs via a Job Template, so you'll need to track down which Email Manager profile picked up the email, and then check the job template that it's using.  Once you're in the right template you can adjust the issue from there. You can use the Email Manager event log to help track down this information.

Regarding the issue of changing the issue of the job once it's logged, this is a different matter. Here's a few options.

1. Manually change it once it's been logged. Sometimes it useful to assign all automatically created jobs (Email Manager) to a specific holding queue where things are checked and validated by a human before being re-assigned.
2. Create different Email Manager Profiles to scan for different types of email and then use a different Job Template to log the job. This approach can lead to the creation of many different template and profiles.
3. Create a Priority Manager profile to "look for jobs" that match your critera and then use the "Execute SQL" feature to update the Issue. You can use this feature to update other things aswell. For issue numbers, you may find the "Issue Hierarchy Reports" in the Custom Reports Swap shop useful. http://www.helpmasterpro.com/Commun...pshop.aspx
4. A combination of the above methods.

Hope this helps.

Best regards,

Rod

Thanks for the help. I like the holding queue idea.

Glad this helped. Let us know how you go.

This is working well. I've labelled anything coming via that JOb Template as Unassigned. It's quite obvious in the queue so staff should see it needs to be changed to something more appropriate at the time of accepting or reassigning the Job.

Good work. Now you can set up a Priority Manager profile to do the following.

1. Look for any jobs in the "Unassigned queue" that "have NOT been actioned for at least X day/hours" (You can also specify job status, priority etc to fine-tune the search)
2. Send an email to the person whose job it is to reclassify the jobs - perhaps also to the helpdesk manager?

And the email should go something like

"Get on with it!" ;-)


Hope this helps,

Rod

Quick update on this issue. HelpMaster v11 Email Manager now had "Template Modifiers". These will do exactly what was initially requested. Scan for keywords in the email, then use a Template Modifier on the issue to change it.

See pattern 2 for an example of this using other parts of the job template
http://www.helpmasterpro.com/Commun...t/460.aspx

Rod

Another update, another feature. Check out the new v12.5.17 codes features.
http://www.helpmasterpro.com/helpfi...0codes.htm