This works for auto-assignment to teams, but it has two problems: I have an escalation rule that sends a custom message to the customer. That message normally...
We are using organization to allow customers to view issues within their organization. It would be great if customers of the same organization could edit each...
I can't explain why the escalation mail would come from an agent's email address (I've never seen FootPrints do that, and I've broken it pretty bad at times.)...
Hi Mark, Is CUSTM the primary key? Thanks. Isaac ... up in ... (server ... the URL ... directly ... to ... on ... gets ... key) ... at a ... using ... the ... ...
I don't know -- we don't use shared accounts here. But what Rob and I are suggesting is that you set CUSTM to the user ID that they would normally enter in...
I have a field that requires exactly 3 characters and yet out customers are able to submit tickets with just 2 characters entered. The field is called...
Hi Tom, Is it possible that customers are entering 3 digits and the first is a 0 (zero)? Integer fields tend to drop a leading 0 and for that reason I use...
Yes, that is it! You are right. I should not have used an integer field since I want the leading zero to stay. Now unfortunately I cannot change the field...
Actually, you will have to change the type in the database table also. FootPrints does not truncate values like this, it is happening because the database is...
Hi! I'm new here and am farely new in using Footprints. We had someone come and help configure our FP system back in January. We are just now getting around...
Okay I figured out that I need to change the Schema file located in the Footprints\DB\MASTER10\MR folder. I changed the field type from int to char. But I...
See pages 96 - 97 in this year's "FootPrints Under The Hood" handout that was passed out at the 2005 FootPrints User Conference. The "6" is the permissions for...
BTW, what was the spam email you received? Could you cut/paste it here? - colleen Colleen M. Ward AIM: AIM Colleen Phone: (703)947-2980 This message is for...
Mark, I was interested in taking a look at the code you used to create the front end listed below. As the usefulness of Footprints continues to spread, I find...
... [ Apologizes in advance for bottom-posting -- I think the length of the message merits it ]. I've put two new files in the "Files" area of the FootPrints...
Here is the actual SPAM email: Sorry. Your message could not be delivered to: teacher,company name(Multiple names were found at the remote site. Please be more...
Hi Sherri, I am creating a support ticket for you within our Helpdesk to better handle this issue. We can update the user group with a resolution at the...
This may sound funny, but we found that if we create user names at the upper end of the alphabet, it worked. We are still trying to debug this issue, but...
It's certainly possible to access Solutions using SQL queries. While I've not actually done it, it's something we are looking at as a way of exposing the...
Hey all - In our environment, issues are kept in a general *unassigned* list, and support staff look at issues/records/tickets in the order they came in. Our...
Chuck, It probably isn't the solution you're looking for, but Project Administrators can see who has which tickets locked in Administration - Project - Edit...
If I copy an issue from the knowledgebase to create a new issue, is there a way to default the link to the original issue to off? Also, does anyone know of a...
The YAML file worked great. The only problem we've run into is we would like for incoming email to be assigned based on the YAML file, but tickets created...
I've been testing email submissions and in every single attempt every team in my project is assigned to the new ticket. Is there a way to configure the ticket...
I've been testing email submissions and in every single attempt every team in my project is assigned to the new ticket. Is there a way to configure the ticket...
Noel, What is the behavior that you want? Your Auto-Assign rules sound like they are set to Assign to the TEAM of the Creator. And I'm guessing you are testing...
I feel sheepish. Yes that was the case. I tried from users that were not in any teams and it all worked correctly. Thanks for the response ... TEAM of the ... ...
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