Update-Send Email option for NorthStar client updates

Update-Send Email option for NorthStar client updates

Document number: 15375

Note: This information applies to the client version of NorthStar, as used by NorthStar technicians. It does not apply to NorthStar web.

When you create an update to a ticket to which you have been assigned, one of the choices you have for your update actions is Update-Send Email. This choice allows you to request information from the user and will automatically send them an email requesting that information. You must watch your NorthStar Inbox carefully for their response.

NOTE: The user receives an email asking them to respond to a question from a NorthStar technician. Do NOT choose "Update - Send Email" if you are only updating the ticket. If you want to make sure the user sees the update, please email them directly. If you misuse this feature, it will dilute its effectiveness, and users will ignore future emails.

Click on a link below for more information:

How to use the feature
Tips on using the feature
What the user sees (Document 15376)

How to use the feature

Follow the steps below to use the feature:

Make sure the ticket is assigned to you. Otherwise you may not see the response to the request for information.

If the ticket is not assigned to you, you can see the response if you make yourself an Interested Party to the ticket. See Eureka! document 16101 — Referencing other tickets and being made an "interested party". When the ticket is updated, you will see a new entry in your Inbox for that ticket.

On the Update tab, click the New button.
From the dropdown list Next to the Action field, choose Update-Send Email.
In the Comment field for the update, clearly state the information you need from the user.
Save the ticket.

The user will receive an email asking them to update their ticket with their response. The email is from "Waiting For Response" and says "Sent by: PSLEI01" in small letters under the sender's name in the email. See Eureka! document 15376 — NorthStar Request Waiting For User email for more details on the email.

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Tips

Remember: The user receives an email asking them to respond to a question from a NorthStar technician. Do NOT choose "Update - Send email" if you are only updating the ticket. If you want to make sure the user sees the update, please email them directly. If you misuse this feature, it will dilute its effectiveness, and users will ignore future emails.
This feature is particular useful in that the response given by a user is not "locked up" in one technician's email account. If that technician is unavailable, another technician can see the update right in the ticket and act upon it, if the user calls.
NorthStar technicians do not have to write an email, and then cut and paste both the email and the response in the ticket - NorthStar web takes care of that.
Be sure to monitor your Inbox carefully if you use this feature. After the user updates the ticket, an additional entry for their name and ticket number will appear in your Inbox.

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