Simon Sharkey
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Posts posted by Simon Sharkey
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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.
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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.suppgroupThis 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.
Reporting - Requests Assigned to a Team
in Service Manager
Posted
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