Emails - Open Confirmation

Open Confirmation Emails

The Open confirmation emails can be managed under Administrator >> Queues >> Manage System Queues >> Edit

An Open Confirmation email is an email that can be sent to the Requestor(s) upon logging of a new call. It notifies the Requestors that the job has been received and will be worked upon.

An Open Confirmation email will be sent to the Requester(s) provided:

A Primary Address has been defined for the queue.
The Subject and Message Field have been defined for the confirmation email.
The Queue Signature has been defined

The Help Desk operator may prevent the requestor(s) from receiving an Open Confirmation email when logging a call by deselecting the send open confirmation email to requestor(s) checkbox.

The email is based on a template known as the ‘Open Confirmation Email'. These templates are defined for each queue. Consequently the email that is sent is governed by the queue that the email is generated from.

The Open Confirmation Template is defined by a Subject and a Message. An example is given below:

Open Confirmation Subject example.

Sample Subject Code:

Ticket Open Confirmation Notification - Ticket Number [CALLID].

Note: in the example above, the Alert Notification Tag [CALLID] will be replaced with the appropriate call number, resulting in an email subject line that may look like this:

Open Confirmation Notification - Ticket Number 90146.

Open Confirmation example email Message Code:

The Open Confirmation emails can be created by double clicking the message box which will display the HTML Editor allowing a user with no HTML experience to construct the message which is then converted to HTML in the message box.

Sample Message Code:

Delivering Business Software Solutions

Thank you for your request to VersaDev Support.

This message has been automatically generated in response to the creation of a Support Ticket regarding:

"[PROBLEM]"

Your enquiry has been allocated the following unique Support Ticket Number; [CALLID]

Please include the string, [VersaDev: Ticket #[CALLID]] (including the square brackets) in the subject line of all future correspondence about this issue. To do so, you may reply to this message.

VersaDev strives to provide excellent customer service and to be responsive to your queries and communications with us. You are also welcome to call us on +61 8 8463 1914 regarding progress with any open ticket you may have. Please make sure you have your Support Ticket Number handy when you call.

Updated information regarding this Support Ticket may be submitted at any time by replying to this email.

Regards,

The VersaDev Support Team

[QUEUESIGNATURE]

Resources;

Software Manual www.versadev.com/downloads/versasrs/versaSRS_HelpDesk_Manual.pdf
VersaDev Forums www.versadev.com/forums/
Online Help www.versadev.com/support/versasrs/online_help/versaSRS_start.htm
FAQs www.versadev.com/knowledgebasefaq.aspx
KnowledgeBase www.versadev.com/knowledgebasehome.aspx

Email and phone support is available during VersaDev business hours - 9:00am - 5:00pm, Central Australian Standard Time, Monday to Friday. Note: Depending on the specific nature, severity and priority of the issue reported, a response and possible resolution may take a number of days. In all instances the VersaDev support consultant assigned to your request will endeavor to address your issue in a responsive and timely manner.

Note: in the example above, the Alert Notification Tags [PROBLEM],[CALLID] and [QUEUESIGNATURE] will all be replaced with the appropriate fields.

Open Confirmation Emails

See Also