We have OG set up sp the tech log into the accounts via the web interface and log the tech support they provide. Additionally we have a Tech support survey that is sent out right after the case is completed, and in the survey it puts the tech's name in who provided the support. Here is the problem, if the tech log into OG tech support via the web and does his/her thing the survey doe not pick up the tech name, it is stead states that the support was provided by "web interface". If the tech log into OG normally, the survey picks up the employee name properly as pre the <Employee> tag. Can anyone tell me how to get the tech name to to be picked up properly fromteh web interface? IS there a different tag I should use or what???
Yes if you log in through the isp.html and log a tech support call it does nto pick up the techs name for the surveyr like it does if they log into the regular interface .
What version of Optigold ISP are you using? I just setup a test environment, and it seems to be logging the employee name properly.
You using the default web files that came with that version? And are you logged in as the web server employee?
We are using the default web files, but as far as the web server emplyee, is there a different setting for them. I dont recall seeing a setting for "Web Server Emplyee"
It should be the employee the web server is logged in as... that "employee" should have an automated mode of "Web Server" under Edit Employees.
Yes the web interfdace is setup as the automated mode of Web Server. I do not have enything in that automated mode for the employees. I have a leter that is sent out to the user after a tech support issue is completed and has a tag for <Employe> in it ey this is what it puts in the letter According to our records the technician you spoke to was 'Web Interface', and your Tech Support Trouble Ticket Number was logged as [050516-0005]. We would like t Now if they are loged in from a normal console window not the web, it gets there name and puts it in ther correctly.
The <Employee> variable is the employee that is sending the letter (for any letter), so if it's just in a letter (and not on the tech log itself), that would be what it's supposed to do actually.
No I odnt think I am making myself clear. The employee is logging in the web interface tech.html It shows his name at the top. He does a tech support call and make th entries in the support box assigns a number and then once the peroblem is resolved he chaeks resolved. At tha tpoint the letter is sent to the customer and it is supposed to have his nam in the letter as the employee who provided the tech support (Usiong the <Employee>. However it does not it puts in "Web Interface" instead. What I want is for the name of the tech who provided the tech support to be in the letter.
If that is not posible to have the web interface insert the employes name in the letters then how dp we set OG to automatically assign a Trouble Ticket Number to Tech support calls that are logged
Maintenance & Preferences -> General Preferences -> Miscellaneous -> Tech Log Creates Trouble Ticket Number