Issues about teamwork

[vineethshyam]

Hi All,

We are using Kayako from last 18 months with full license.I have following doubts regarding teamwork module,

1.Is there any binding between ticekts & tasks? If not,When we can expect integration of teamwork with tickets? We really need it.
2.In the tasks, If a task is approaching nearer to its due date, is there any way to send email reminder to the owner?
3. If task comes to OVERDUE state, is there any way to send emails to the owner?

Are you (kayako team) having any idea to implement 2 & 3 points. If yes, when can we expect these from you?

Thank you,
Sudheer Tumu.

[Jamie Edwards]

Hi Sudheer,

1) Is there any binding between ticekts & tasks? If not,When we can expect integration of teamwork with tickets? We really need it.
-- No, there is no binding in way to do this in v3.

2) In the tasks, If a task is approaching nearer to its due date, is there any way to send email reminder to the owner?
-- No, there is no way to do this in v3.

3) If task comes to OVERDUE state, is there any way to send emails to the owner?
- - There is no way to do this directly, but it can be done. You can use a combination of Escalation Rules (administrator control panel) and Ticket Alerts (staff control panel). You can "escalate" a ticket when it goes overdue to a new status (such as Escalated). You can then create a Ticket Alert that will then an e-mail out (but to all staff users) notifying of the status change.

There are no certain plans or ETAs available on your requested features, but I will note them and pass them on.

Thanks,

[vineethshyam]

3) If task comes to OVERDUE state, is there any way to send emails to the owner?
- - There is no way to do this directly, but it can be done. You can use a combination of Escalation Rules (administrator control panel) and Ticket Alerts (staff control panel). You can "escalate" a ticket when it goes overdue to a new status (such as Escalated). You can then create a Ticket Alert that will then an e-mail out (but to all staff users) notifying of the status change.


Hi Edwards,
Thanks for your quick reply.
But As per as my understanding, you talked about ticket OVERDUE status in the above reply. But What I need is whenever the TASK has reached to OVERDUE stage, is there any way to send an email to its owner/any body?

Thank you
Sudheer Tumu.

[Jamie Edwards]

Hi Sudheer,

My apologies - I did misread what you said. Again, another no I am afraid - there is no e-mail alert functionality available for tasks.

[John Haugeland]

I'm currently working on the new v4 teamwork module, and I strongly agree with points #2 and #3. I probably agree with #1 too, but I went to private message to request more information from the customer.

These are probably going into v4 teamwork.