Is there a way to include the project and issue number in the subject of Incident Escalations? We are getting duplicate tickets when we re-escalate an issue...
Leslie, If you go to Administration > Project > Escalations you will see a link towards the bottom of the escalations table that says "Configure Escalation...
So you take it out of the InitMailDenyList.pl and then populate it into the projects initially? Adding it to the No-Send is a great chunk of advice there,...
We don't use the Numara UI for creating projects - instead we built a self-service CGI so our project administrators create their own projects. We added...
Excellent. I have some quick scripts like that, they start out as such cute little things... We also use our own MTA so maybe I'll check out some options on...
I really have two questions: Is there a way to automatically add individuals as CC's to all new tickets? Is there a way to set the default for the "Send Mail...
For your first question, are these individuals agents in your project? Or people outside the project? It's far easier to do this with agents, as you can add...
I have two agents - recently added - that cannot edit issues. They cannot change assignees etc. I have reviewed their permissions and they seem to match all...
Are they assigned to the same role as agents that can do everything as expected? --On Wednesday, July 2, 2008 12:32 PM -0700 Anthony Edwards ... Adam Wilkinson...
Are they assigned to the ticket they are trying to edit? Are you using a different role than the default agent role? ... everything as ... They ... other ... ...
Hello all, I have created a simple e-mail template using html. The group here would like to add the assignee's phone number so that the customer can contact...
in 7.5.1a there used to be a little calendar icon, where you would click on it and post a date for an email reminder. in 8.X there is an intricate calendar...
1 suggestion would be to have the agents name have their phone number in it. That way it is always displayed whenever their name is displayed. You could also...
We set up a "Status" called "Need Add'l Info". When a ticket gets changed to this status, Footprints sends out a customized email template, asking the user...
You could create an escalation for each agent, such that when a ticket is assigned to the agent, the escalation sets a field you create to the person's phone...
In FootPrints 8 (not sure about 7) you can set escalations to fire when a customer edits a ticket. So you could use an escalation to notify the agent that the...
Colleen, That is a great answer. I will just hide the field from all agents so they are not bothered with the clutter. Thanks! Sharon ... ticket ... the ... ...
From the way your question is phrased, I gather your agents are not set up to receive email updates on edits? The default behaviour is for an assigned agent...
Just a wild guess, but it sounds like these agents might not be members of a Team and you have a Role setting to allow Agents to assign Issues assignd to their...
We are having issues with Footprints changing the status of tickets when a customer replies (i.e. sends an incoming email to Footprints) via email. I have...
I have this problem too - but don't know where the setting is to verify whether it's on or not? Admin, System...??? Amy Johnson Vice President - Product...
We are expereince a recurring problem of outbound surveys going to recipient junk mail boxes. We have places the domain in the safe zone at teh Exchange...
Nothing has changed in this area except the icons themselves. Please provide screenshots of the differences you are seeing. Don Cholish Product Manager ...
When viewing the Description section of an Issue in Footprints, the automatic date and time entry shown as: "Entered on <date> at <time> by <agent or user...
Hi, we found that if we tried to update a FP call from a blackberry a new FP call is created rather than the original being updated...any ideas? Thanks ...
Ainsley, Do the subjects of your notifications include PROJ= ISSUE=? If not, then you probably want to customize the Subject (see Configure Email Notification...
In most cases, having a rigid approval process with pre-defined voters makes sense because you don't want people to be able to circumvent the system to get...
In version 8.1.1 (plus a couple of patches for bug fixes) there are some "hidden" change management approver features that we paid Numara to add to the product...
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