Hi Joanne

This is a good idea.

I could think of a couple of things that might help in this situation that are available now.

If you make the template that logs the Job through Email Manger use an issue that is unique to these Jobs, something like "Issue - Logged By Email Manager" then you can create a Priority Manger schedule that will remind the staff to update the issue via emails.
Just set up a Priority Schedule to email the staff member that the Job is assigned to every so often and after giving them enough time to update it by themselves first.

Another might be to get all concerned staff members to make a saved search that finds any of these jobs that are assigned to them and add it to the Helpdesk Explorer screen, so they will always have a list and see a count of these Jobs while they are working in their Job queue.

Funny as we were just thinking we should change it to something like "Unassigned" which might make it stand out more and make them change it!

I like the idea of using Priority manager so will set that up!

I am off now to upgrade from version 8.0 to 9.1.5 so once that's done we can do this!

I have mine set as Unassigned and they still don't do it. I've emailed everyone in IT informing them of its direct relationship to reporting and they still don't do it.

The priority manager idea is a good one but I do like a popup forcing the field to be altered before closure. Less email overhead that way.

Update on this issue.

v12.5.17 released today has a new feature to allow codes. Check it out here
http://www.helpmasterpro....20system%20codes.htm

Looking forward to the feedback so that we can continue working on this and refining the feature.

Best regards,
Rod