Next week should see the release of Serio 4.6. I’ve already posted about some of the new features of the Command Center here and here, so this post is going to be about some of the other more interesting features. There are over 40 changes, and amongst these is an Auto Responder.
The auto responder’s job is to suggest solutions to problems submitted by email to the Helpdesk. It does so immediately if it can find a solution, whilst still continuing to log the Incident, or place the eMail into the Inbox as it does at the moment.
For example, a Customer sends the following eMail to the Service Desk:
Subject: Can't print my document
I'm trying to print a Word document but am receiving an error message telling me there is a problem with my printer setup.
Please could you help.
The Auto Responder analyzes the eMail for key words and phrases you have defined. Based on these, it eMails the Customer a suggested solution (also defined by you), which may include attached documents. For instance, from the above eMail, the Auto Responder identifies the following key words:
Based on these key words, Auto Responder identifies the following solution, which it eMails to the Customer.
Subject: Auto Responder: Problems printing to your normal printer
"NOTE: This email was generated automatically in response to an email you sent to the service desk. We hope you will find the advice it contains useful. However, please be assured that we will also contact you about your support Incident shortly.
When attempting to print a document from Microsoft Word, you may see the following error message (see attached document for screenshot):
Windows cannot print due to a problem with the current printer setup...."
The most likely cause of this problem is that your normal printer is currently unavailable. We will investigate why this is the case. However, in the meantime you can print using an alternative printer.
To change to another printer:
1. Choose 'Start' > 'Settings' > 'Printers' from the Windows Menu.
2. Double click 'Add Printer'.
3. In the 'Add Printer Wizard', click 'Next>'.
4. Select 'Network Printer'. Click 'Next'.
5. Select 'Find a printer in the Directory' and click 'Next >'.
6. In the Location field, enter your location and click 'Find Now'.
7. Select a suitable printer from the list.
8. When asked if you want to make this your default printer, select 'Yes', and click 'Next>'.
9. Click Finish."