Helpdesk - Speed up email response to submitter/PIC
Currently DELL Kace has limitation on email response time in the Helpdesk module, we experienced it takes 2 minutes.
It would be better if it can be faster to be less than 1 minute or make it as a real time.
We enhanced the Comment submission process in version 6.3 so that an email is sent immediately upon a new Comment being added to a ticket. Other ticket changes will continue to be batched and sent at the current interval.
Jay Shoe commented
When we are trying to "reward" users for using the Service Desk by making those request receive more prompt treatment than the random phone call or post it note on your desk, it makes it a little hard when the email alert doesn't come in for 5 minutes or so.
Mark Toomajian commented
Outbound email batch processing should be configurable. We've been trying to do a "conference room pilot" to test our service desk configuration and it's so painful because it takes 2.5mins for an email notification to arrive. In my world, I expect my team to input requests for end-users, then edit them very soon after. 2.5 mins is way too long.
William Melton commented
Yes It does take a minute to get the system to generate certain reponses.