ExtraView - NETS Frequently Asked Questions
Email from ExtraView
- How can I tell who is going to receive email when I update a ticket?
- The list of people who will receive a copy of the email is listed in
the Mailing List area at the bottom of the Update window.
- When does the requestser receive email?
- 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
- Is this the only time requesters can receive email from ExtraView?
- No - NETS staff can send updates to the requester by changing the Email to Secondary field from No to Yes.
- When does the TSPOC receive email?
- Email is automatically sent to the TSPOC
- When the ticket is approved
- When the ticket is closed
- Who gets email when a ticket is updated?
- Email is to these staff every time the ticket is updated:
- NETS assigned staff
- Additional contact
- nets-work
- Can email be sent to non-ExtraView Users?
- 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).
- When I receive a ticket via email, how can I tell who received the ticket?
- You can see who received the email by looking at the bottom email. It is more
obvious if you view the ticket as HTML rather than text.
Replying to Email from ExtraView
- What happens when a user replies to an email from ExtraView?
- If a requester replies to a ticket from ExtraView, the ticket is sent from ExtraView to NETS Assigned staff, Additional Staff and nets-work.
- How can I send a reply to ExtraView and the requester?
- 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.
Other Questions about ExtraView
What is an Interest List?
- Interest lists are lists of users who want to receive email when a certain
type of ticket is submitted or updated.
How can I change the type of email I receive from ExtraView?
- You can change this on your user preferences page.
- Click on the Account: <your name> link
- Type in your ExtraView password
- Click on the Submit button
- Select the type of email you would like to receive from the Email
format field (HTML, Plain Text (full), Plain Text (brief), Plain Text
(very brief)).
How can I print just one page of a ticket?
- Here are two suggestions:
- You can just print the first page of the print out by selecting page
1 to 1 on your print window.
- Change your email to from HTML to text. See above. Fewer
fields will appear in your email if you select Plain Text (brief) or Plain
Text (very brief).
Why is the email text different colors?
- All items in red are new or have been changed
- Items in black have not changed
- Items in green have been removed
Why is there SCD Help Desk information on the email from ExtraView
- Due to a limitation with ExtraView, that is scheduled to be fixed in
a new release, we share the email and search views with the SCD Help Desk.
Once the new release is out, we should be able to remove this information.
Where do I report chargeback materials?
- Search for the ticket to update
- Click on the Ticket Resolution Tab
- Fill in the Chargeback Materials field
Who are the TSPOCs?
How can I change the reports on my home page?
- The reports are changed on your user preferences page.
- Click on the Account:<your name> link
- Type in your ExtraView password
- Click on the Submit button
- Select the report you want to change in the Home Page Report area
What fields fill automatically in ExtraView?
- Based on the Problem Classification
field, these fields will fill automatically. However, the fields
can then be changed by the person assigning the ticket
How do I show more records on a report?
- Log into ExtraView
- Click on the Query button
- Change the 20 rows per page field (left hand side near the top of the page) to 100 or 500
- ExtraView will remember this setting the next time you log in
Why does my ExtraView page look different?
- Confirm you are in the correct role, business area
and application.
- Click on the home page
- Confirm these settings
- Help Desk
- Role: NETS or NETS-Work, Business Rea and App. Type: Help Desk and NETS Help Desk
- NETS Add/Remove Form
- Role: NETS or NETS-Work, Business Rea and App. Type: NETS and Add Remove
- Fixed Asset System
- Role: Asset-Read or Asset-NETS, Business Rea and App. Type: Asset Mgt. and Assets
Why can't I change my role and/or business area and project
- You must click directly on the words in the menu to change these, not just near the words in the menu.
More information about NETS ExtraView System:
Who do I contact with questions about ExtraView?
Address comments or questions about this Web page to the
Network Engineering & Telecommunications Section (NETS)
at
nets-www@ncar.ucar.edu.
The NETS is part of the
Computational & Information Systems Laboratory (CISL)
of the
National Center for Atmospheric Research (NCAR),
which is sponsored by the
National Science Foundation (NSF)
and managed by the
University Corporation for Atmospheric Research (UCAR).
This website follows the
UCAR General Privacy Policy
and the
NCAR/UCAR/UCP Terms of Use.
