I was wondering how I would set this up.Currently we have it setup this way:
New Ticket Submitted by user
If Status = Low, Normal, High Then = Email Requester + Helpdesk Tech
If Status =Emergency
Then = Email Requester + Entire IT Department
How we are doing this is I basically modified the E-mail Template to include the priority in the subject line and then created a rule in outlook. That Forwards the e-mail to IT Department if it sees "Emergency" in subject line.
I don't really see how I would accomplish this with Kaseya..
Forgot to say..when I said currently I meant to say in our current ticketing system, we are still testing our kaseya.
did you install kaseya SD ?
look at the procedure's calculate priority and incident enter identified
i know it can be done since it works great for us !
What is Kaseya SD? sorry for being noob lol
service desk it's an add-on
Thanks Hans, Im installing it now. :-)
Sigh getting this message when installing it.
Error: Aborting. This installer is not compatible. See log for details.
what version of kaseya are you using? K6.1 with SD1.3 ?
i think you also need to contact your sales rep to get your licence key updated