To see the history of a ticket, don't be fooled by the "Cust. Comm." or "Problem Resolution" things. They are not useful histories - they hold incomplete fragments of the true history. Instead, "View" the ticket and click on the "Hist" button. You'll result is a too-verbose list, but at least it'll be complete.
Be careful that your "Role" is set to
"NETS" and your
"
Some staff have been asking about email sent from ExtraView. Hopefully this will clear up some confusion. These rules relate to the NETS Help Desk only. The CISL Help Desk has different rules.
Email is sent automatically sent to the requester:
- When the ticket is submitted, before it is approved
- When the ticket is approved
- When the ticket is closed
Email is automatically sent to the TSPOC:
- When the ticket is approved
- When the ticket is closed
Email is to these staff every time the ticket is updated:
- NETS assigned staff
- Additional contact
- nets-work
Email can be sent to non-ExtraView users by entering the full email address on the CC Email line (near the bottom of the screen).
NETS staff can send other updates to the requester through ExtraView. If you are logged into ExtraView, change the Email to Secondary field to yes. The screen will refresh and the requester and TSPOCs names will be added to the Mail List line at the bottom of the screen.
If a requester replies to a ticket from ExtraView, the ticket is sent from ExtraView to NETS Assigned staff, Additional Staff and nets-work.
If NETS staff reply to a ticket sent from ExtraView, your comments will be added to the Customer Comments field. The ticket will be mailed out based on how the Always Send Email and Email to Secondary fields are set. Most likely, only these staff will receive your reply: NETS assigned staff, additional contact and nets-work. You can manually add the requester's email address to the email. This way your email will be logged in the Customer Comments field and the requester will receive a copy of your email.
The Email Attention Banner is cleared when a ticket is loaded in ExtraView, so data from the last time it viewed in ExtraView will remain.
You can see who received the email by looking at the bottom email. It is obvious if you view the ticket as HTML rather than text.
Let me know if you have questions. I'll add these notes to the ExtraView FAQ
These rules can be changed. If you have suggestions, please let me know.
Belinda
To view the NETS servers,