Hi Priya,
Thanks for your reply to this; we're using
| Your Version | : 8.1.0 Build 8101 |
Below is an email transcript from a ServiceDesk notification of message being added to queue. You can see two ticket ID's; 259944 and 267130.
259944 is irrelevant, but is used as the email subject when the ticket is added to the queue. It is also appended as the URL at the bottom of this message.
267130 is correct, and replying to the message actually modifies the right ticket.
The user(s) are being thrown off by the mis-matched information within the ticket. I have 5-10 examples that I can forward to you if necessary.
From: Service Desk [mailto:sdesk@masked-domain.com]
Sent: 26 November 2013 00:58
To: IT Technician
Subject: [Request ID :##259944##] : Added to queue Tokyo
Requester: User
Due by time: N/A
Category:
Description: Hi masked,
System IP address is following:
Connection-specific DNS Suffix . : global.masked-domain.corp
IP Address. . . . . . . . . . . . : hidden
Subnet Mask . . . . . . . . . . . : 255.255.0.0
Default Gateway . . . . . . . . . : hidden
Machine Name: pcname.global.masked-domain.corp
Thank you for your support.
User
-----Original Message-----
From: Service Desk [mailto:sdesk@masked-domain.com]
Sent: Tuesday, November 26, 2013 1:24 AM
To: User
Cc: IT Technician
Subject: Re: [Request ID :##267130##] : Can I access OpenVPN?
Dear User,
Your ticket reference: 267130
Your request title: Can I access OpenVPN?
Your technician is: IT Technician
Comments:
Hi,
removed
Thanks
IT Technician
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PLEASE REPLY DIRECTLY TO THIS E-MAIL IF YOU WISH TO COMMENT ON THE ABOVE INFORMATION.
Click for details: http://itsupport.masked-domain.corp/WorkOrder.do?woMode=viewWO&woID=259944