Re: [Northeast Apps] Digest for northeast@appsusersgroup.com - 2 Messages in 2 Topics

[Luke Potrzeba]

We use a google docs (spreadsheet) tied to a  form.  The user enters their request, we receive and e-mail that the form has been submitted, and we see it in our spreadsheet.  The script (link below) automatically notifies the sender that the ticket has been received.  You could add a responsible party to the script, and it would e-mail them as well too.  Take a look at https://developers.google.com/apps-script/articles/helpdesk_tutorial  for a framework for a helpdesk.  It works well for our 3-person crew.  I ended up changing some of the scripting to meet our needs, but it allows us to update a ticket and send a response to the end user right from the google spreadsheet once the ticket is updated.

Hope this helps!

 

Luke Potrzeba

Network Manager

Delaware Academy Central School District at Delhi

2 Sheldon Drive

Delhi, NY 13753

607-746-1326 

Here is the script that we ended up customizing for our help desk.

function formSubmitReply(e) {

  var userEmail = e.values[1];

  var sheet = SpreadsheetApp.getActiveSheet();

  var lastRow = sheet.getLastRow();

  // Set the status of the new ticket to 'New'.

  // Column F is the Status column

  sheet.getRange(lastRow, getColIndexByName("Status")).setValue("New");

  

  // Calculate how many other 'New' tickets are ahead of this one

  var numNew = 0;

  for (var i = 2; i < lastRow; i++) {

    if (sheet.getRange(i, getColIndexByName("Status")).getValue() == "New") {

      numNew++;  

    }    

  }

  MailApp.sendEmail(userEmail, 

                    "Helpdesk Ticket #" + lastRow, 

                    "Thank You for submitting your request. \n\nWe'll start " +

                    "working on it as soon as possible. You are currently " +

                    "number " +

                    (numNew + 1) + " in the queue. \n\n District Technology Department.\n607-746-1326 or 5326 for phone support\n",                    

                    {name:"District Technology"});

}

function getColIndexByName(colName) {

  var sheet = SpreadsheetApp.getActiveSheet();

  var numColumns = sheet.getLastColumn();

  var row = sheet.getRange(1, 1, 1, numColumns).getValues();

  for (i in row[0]) {

    var name = row[0][i];

    if (name == colName) {

      return parseInt(i) + 1;

    }

  }

  return -1;

}

function emailStatusUpdates() {

  var sheet = SpreadsheetApp.getActiveSheet();

  var row = sheet.getActiveRange().getRowIndex();

  var userEmail = sheet.getRange(row, getColIndexByName("Contact E-mail")).getValue();

  var subject = "Helpdesk Ticket #" + row;

  var body = "We've updated the status of your ticket.\n\nStatus: " + sheet.getRange(row, getColIndexByName("Status")).getValue();

  body += "\n\nProblem Description:\n " + sheet.getRange(row, getColIndexByName("Description")).getValue();

  body += "\n\nNotes: " + sheet.getRange(row, getColIndexByName("Notes")).getValue();

  body += "\n\nResolution: " + sheet.getRange(row, getColIndexByName("Resolution")).getValue();

  body += "\n\nDistrict Technology Department Status E-mail brought to you by: "

  body += "\nLuke Potrzeba - Network Manager"

  body += "\nTaylor Hoyt - Network Support Specialist"

  body += "\nTina Hanrahan - Helpdesk Technician \n\n"

          MailApp.sendEmail(userEmail, subject, body, {name:"District Technology"});  

}

function onOpen() {

  var subMenus = [{name:"Send Status Email", functionName: "emailStatusUpdates"}];

  SpreadsheetApp.getActiveSpreadsheet().addMenu("Help Desk Menu", subMenus);  

}

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[Jordan Pedraza]

+Global

Thanks for sharing Luke!

Jordan

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[Sherry Horeanopoulos]

Good Morning, Jordan.

We're noticing this morning that we cannot access our GMAIL or Google Apps site.  Do you know if something is going on?

Regards, 

Sherry H

[Dave Beliveau]

We have a few people, including myself, stating that Calendar is unreachable.  Just goes into a redirect loop.  Other apps seem fine.

Dave Beliveau | Sr. Supervisor, Collaboration Services | www.sanmina-sci.com | 603-498-6383 | skype: dave_beliveau1

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[Todd Sonneborn]

Calendar gets the redirect loop for me as well on initially launching/visiting it, but if I then refresh, I'm in... 

--
Todd Sonneborn
Supervisor : Advanced Technology Web Support : 781-774-5540
Medical Information Technology, Inc.
Mailstop: L4N19, MEDITECH Circle, Westwood, MA 02090

[Dave Beliveau]

That works for me, too, however gadgets don't load.

Dave Beliveau | Sr. Supervisor, Collaboration Services | www.sanmina-sci.com | 603-498-6383 | skype: dave_beliveau1

[Ibrahim, Salim]

Same here. Getting a redirect loop on the Calendar but reloading the page gets me in.

On Thu, Dec 13, 2012 at 9:41 AM, Todd Sonneborn <tsonn...@meditech.com> wrote:

--

Regards,

Salim Ibrahim

e-Learning System Administrator

ITSD Operations & Security, Babson College
Phone: 781-239-4585 II Office Fax: 781-239-6427
Email: sibr...@babson.edu

[Jim Bauer]

Haven't seen any problems up in Maine. Mail/Calendar/Drive all working.

Jim Bauer, Director of Network & Infrastructure Services
Bates College, Information and Library Services
110 Russell Street
Lewiston, ME  04240
Phone: (207)786-6371 
Fax:   (207)786-6057

[Jordan Pedraza]

Hi All,

If you're seeing any issues I recommend submitting a Support ticket so we can investigate further.

Thanks,

Jordan

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Jordan Pedraza |

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[Sherry Horeanopoulos]

Would have done that, however, since I couldn't even get in, couldn't get to the support tab.  That's why I was trying to find out if it was more broadly a problem…or if it was just me.

[Jordan Pedraza]

You can also contact Support on this page:

http://contact.googleapps.com/?&rd=1

Thanks,

Jordan

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Global Community, Google Enterprise Education |

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@jordanpedraza