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Using Alloy as an Outsourced Service Provider

PostPosted: Wed Jan 06, 2010 12:26 pm
by abeer
Hi,

We're an outsourced IT department and currently use a 'single' login per Organisation as most of the customers don't want staff logging their own tickets. We then have mandatory custom fields that request contact name, tel number & email for incident, problem etc. This works well generally but for 2 gripes...

1. Every time a user responds to an incident etc via email which is then picked up and processed by the mail connector the users name/email address is added to the persons table which we're persistenly having to clean down. It would be great if you could add *@domainname.com to a person record so any email from that company automatically gets assigned to the correct person/organisation. I feel this is a big thing for companies using Alloy as an outsourced provider.

2.The second gripe is a related one. The custom fields used when creating an incident etc have to be typed in manually each time. If we could link these fields to an external database or lookup table it would save us loads of time typing in the same information and getting end user email addresses wrong!

Anybody else looking for these features or recommend different ways of using Alloy as an Outsourced provider?

Best Regards,

Andy

Re: Using Alloy as an Outsourced Service Provider

PostPosted: Thu Jan 07, 2010 7:40 pm
by eliaslynch
Andy,

abeer wrote:1. Every time a user responds to an incident etc via email which is then picked up and processed by the mail connector the users name/email address is added to the persons table which we're persistenly having to clean down. It would be great if you could add *@domainname.com to a person record so any email from that company automatically gets assigned to the correct person/organisation. I feel this is a big thing for companies using Alloy as an outsourced provider.


That is a good idea, but I think you may be able to do something like this using business rules. For instance, create a business rule for persons and make a condition 'Email Contains @domainname.com'. Then use Update Feilds action to set the Organization to whatever you want. Create one rule per customer and you're good to go :)

abeer wrote:2.The second gripe is a related one. The custom fields used when creating an incident etc have to be typed in manually each time. If we could link these fields to an external database or lookup table it would save us loads of time typing in the same information and getting end user email addresses wrong!


I've been asking for this for a while now. I'm told by support that in the new version 6 you can create fields that link to the tables. I'm not sure how flexible this is though. Beta testing starts on Monday so I'll find out soon! :)

Re: Using Alloy as an Outsourced Service Provider

PostPosted: Fri Jan 08, 2010 2:57 am
by abeer
Hi Elias,

Thanks for the reply. We do already have the business rules in place which correctly set the person/organisation field based on the email address. However, if the email address is not explicitly linked to a person record a new person record is created which needs looking at every few days - that's why I though having an option for *@domainname.com in the person field would be useful.

Another option would be not to have Alloy Navigator create these new records as default - maybe make it an option. Something in the back of my mind tells me this has been requested in the past....

Thanks,

Andy

Re: Using Alloy as an Outsourced Service Provider

PostPosted: Sun Jan 10, 2010 2:30 pm
by eliaslynch
abeer wrote:Another option would be not to have Alloy Navigator create these new records as default - maybe make it an option.


You can make it so persons aren't created. Create a person's rule using before object is saved. Then make the criteria something like this:

<Initiator>.Type equals Mail Connector
Whatever other criteria you have

In actions create an abort and put in a reason for when the persons won't be created. That way is shows in the logs.

That's it! :)

Re: Using Alloy as an Outsourced Service Provider

PostPosted: Sun Jan 10, 2010 3:41 pm
by abeer
Thanks Elias,

I didn't know you could do that. Thanks so much that will tidy our persons table up no end!

Thanks,

Andy