InstaAlert - Only Notify of Tickets Assigned to Specfic User

[adamrb]

Hello,

We're currently using eSupport in an internal (intranet) setting. It is only used to share information between 4 staff members. We don't allow our end-users access to post tickets, nor do they know it is there. We add all of our tickets in manually, and do so just to share information due to our varying hours.

My question is, can it be possible to have InstaAlert only notify of tickets assigned to that specific user? We are all in the same 'department' within eSupport, but each of the staff members handles varying issues. For example, I don't want to be notified of tickets assigned to my co-workers, only tickets which have been assigned to me. Is this a possibility, and if so, how would I go about setting it up?

[craigbrass]

This isn't currently possible.

You could setup alert rules to send the staff emails when a ticket gets assigned to them tho.

[adamrb]

I know I can do that, but I currently don't have the Kayako system sending any e-mails. Can I perhaps add in each staff member as their own department, and then have InstaAlert poll for a specific department?

It seems the InstaAlert is lacking some functionality, at least $19.95 worth of functionality.

[Jamie Edwards]

Hi Adam,

InstaAlert notifies the user about new tickets and new ticket replies (updates) to their desktop. It does this for all tickets in departments to which the staff user is assigned. If you wish to restrict what tickets the staff user is notified about, the only way to do this is to revoke their permissions to that department.

[adamrb]

Originally Posted by Jamie Edwards

Hi Adam,

InstaAlert notifies the user about new tickets and new ticket replies (updates) to their desktop. It does this for all tickets in departments to which the staff user is assigned. If you wish to restrict what tickets the staff user is notified about, the only way to do this is to revoke their permissions to that department.

Thanks for the response Jamie.

Unfortunately, this isn't an option for us. We're a 4-person IT department and for example one person will work on the Finance/Tax systems and another will work on phone/connectivity systems. We don't want the person working on connectivity to be alerted with finance problems because he/she won't know how to handle them. We just enter all of our issues into eSupport to share information in case someone comes by asking about the status of a finance issue, and the finance staff member is not here -- we can still answer questions about the status of the issue and the course of actions we plan to take.

What kind of XML does eSupport output? Does it have the assigned user as a field? That way, we could at least write our own app to parse the XML until Kayako decides to implement this technology.

[Ryan Lederman]

Thanks for the suggestion. We will do our best to get this feature in the v4 build of InstaAlert.

[PhilW]

Hi

I also have to agree, this would be a very very useful feature, as it would let people know when its their turn to do some work on a ticket.

Phil

[Ryan Lederman]

Added to my notes for V4.

[GoneShootin]

Another vote here for this option....

[tropicalserver]

Originally Posted by Jamie Edwards

Hi Adam,

InstaAlert notifies the user about new tickets and new ticket replies (updates) to their desktop. It does this for all tickets in departments to which the staff user is assigned. If you wish to restrict what tickets the staff user is notified about, the only way to do this is to revoke their permissions to that department.

Hi Jamie, Our instaalert sofware notify only the new tickets but no the replies tickets (those are on hold)... Why?

Thanks

[guimafx]

UP for this Thread...

It would be nice if i could send users to PDA too, not only to STAFF panel.

sr. viana