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Simon Sharkey

Supportworks Users
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Everything posted by Simon Sharkey

  1. Thanks Mary, It is confusing trying to use the forums method to get help with Supportworks. Ideally, I should be able to land on Supportworks area and still have the option to look into other areas of Hornbill. As it is I land somewhere in forum and try to raise a post for help. No wonder we get confused. Si
  2. Hi, We have Supportworks and handle team notifications in a slightly different way. At the top level for each team, we setup a dummy user (that never logs in) as an e-mail distribution. So when a call either auto routes to that queue or is manually re-assigned to the queue, it triggers the e-mail. e.g. We don't have individual e-mails coming to the support agents, only to the one agent, the e-mail address is filled in as a group e-mail address. for those not wishing to receive them, they can add a exchange e-mail rule to deal with them accordingly. That may provide you with another view on achieving your goal. Thanks, Si.
  3. I've been asked to report on calls assigned to teams / team members. I've got supportworks and cannot find a way to get a maximum value if it has been passed to differing teamsin the management report suite. However I was able to find a way in the MYSQL using the Database searches option. My code looks a simple as this: Please note you probably wont have the call priority of 'P5 2YR SR' that we developed for projects. In our supportworks version, we don't appear to have the table h_itsm_request_team_assignment SELECT opencall.callref, MAX(updatedb.updatetimex), (updatedb.udindex)+1, updatedb.updatetxt, updatedb.updatetimex, opencall.suppgroup, opencall.owner, opencall.status FROM updatedb JOIN opencall ON opencall.callref = updatedb.callref WHERE updatedb.updatetxt LIKE '%Assigned%' AND opencall.status NOT IN (6, 16, 17, 18) AND opencall.priority <> 'P5 2YR SR' GROUP BY updatedb.callref ORDER By opencall.suppgroup This works well enough and can be saved to excel for analysis Hope this is helpful. Mary, I wonder if you know of a way to derive this from the management reports, I cannot see a way to obtain the maximun value in there. Thanks, Si.
  4. Hi Sams, Iv'e sent you a message about e-mail Auto responder for Supportworks,

    thanks,

    Si.

     

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