Single Email Multiple Items
Is it possible to select multiple items in OnTime and send a single email through OnTime that is tied to each of the items? Example: Incident A, Incident B, and Incident C are related so a mass email...
View ArticleHow can I merge 2 incidents
Is there any way I can merge 2 incidents. Customers often send an email about an existing incident without the incident ID in the subject and OnTime creates a 2nd incident. I would like to merge this...
View ArticleMove incident to defect/feature via Portal?
In OnTimeNow, I can right click on an incident and move or copy it to Defects or Features. How can I let my customer do the same through the portal?
View ArticlePopulating Incident Title from incoming helpdesk email's subject
In Manage Email Accounts -> New Item Settings I set "map subject to = Title" and "map body to = Notes". When helpdesk emails are sent, new incidents get created with email body in the Notes...
View ArticleHow to automatic closed the ticket?
Hi Sir I just wanna ask is their a possible to do automatic closed the incident ticket if the ticket did not receive any client response or any movement?
View ArticleHow to change automated helpdesk incident id?
Hi, HelpDesk incident id starts with "SRX" and we want to change that to our custom. Is it possible? Thanks, Rama.
View ArticleNotifications for incidents created from email accounts
Hi, I'm using a web-based axosoft-hosted instance. On one side I setup a notification to a specific list of users when an incident is created in the "Support" project. On the other side I setup an...
View ArticleCertificate Error
I am trying to get the list of incidents from the api. I have everything working with the exception that i get a certificate error - 'There is a problem with the server's SSL certificate. Do you want...
View ArticlePriority set from email flag
An incident is created automatically when an email is sent. I've mapped the email Subject to the Title, and the email Body to the Description. Is there a way to set the Priority to High if the email...
View Articlehow to get the matched customer_id from an incident with the api
After importing all incidents i want to filter them by customer id. However, with the api i don't get the id of the matched customer, only the name and url. Is there a way to get the customer id? This...
View ArticleHow can categorize Incidents? Custom Pick List?
I'd like to categorize Incidents reported by my Help Desk. Is there some way to do this? My first thought was to use a customized Pick List, but that doesn't seem to be possible.
View ArticleIncident Numbers Limitation
We will be implementing Axosoft in June to work in a live help desk environment. Is there a limit to the number of tickets we can generate within Axosoft? We receive 100 – 200 emails a day for support....
View Articleadding comment to defect by mail
Hi, is there any possibility to add a comment to a defect or incident by replying to a notifications? By replying to a notification the mail object gets attached correctly to the recent...
View ArticleHow do you create a HD incident for a non-customer individual, input and...
I have a HD workflow process constructed that works when an incident is created by an incoming email. The issue I am running into is when I need to have a HD agent create the incident manually by...
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