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We currently have a Ticket Report setup to record "Work Time" on tickets worked on between specific date ranges by our techs. We have encountered an issue where the "Work Time" on these tickets applies to the "assigned tech" and we have no way to creating a report that accurately shows the "Work Time" for all of the…
Is it possible to pull field data into tech notes? Basically I have a field that is called "User's Full Name", instead of me typing in the users name when I create a note can I pull the data from that field. This will help when I am doing a bulk change.
Hello! We're running into an interesting issue with Helpdesk - we've found a few technicians that are showing in reports as having time from a ticket, even though they never left a note with time on it. We've tracked this down and it seems like the issue is happening when a technician goes in and edits another technician's…
Love the custom fields functionality, but as far as I can tell it only exists at ticket level. My team log work time against each note, but I would another field to mark billable time against each note. Is this possible?
We are looking for a way to track mileage when working on tickets. Ideally this would be done per tech note rather than per ticket as some tickets may require multiple visits to a remote site. In order to facilitate this I would need to add a custom field to the tech note form. Is that possible? If it is possible, I'd…
Currently, this is a global setting. We have different departments using webhelpdesk and some do not want the default to be "Visible to Client" for Tech Notes.
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