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There are several request types that we do not use anymore and they are made not visible to clients, how can we make them not visible to techs either? I don't want our techs selecting the incorrect request type, that is why I need them to not be visible to techs as well. There are no active tickets in these request types…
Dear Thwack Community, I would like to add 4 additional colours to the "Request Type" section. Can anyone show me what HTML file (and the location on server) I need to edit to add the extra lines to enable the additional colours? See attached screenshots. Appreciate any assistance.
It would be nice if I could choose wether or not a request type sub-selection (after the initial request type is selected) is required or not. See attached image: I would like to make that 3rd drop down an optional choice.
We want to reconfigure our WHD and I want to deactivate the existing request types and set new ones up to use in the future. How can I do this and keep those old request types linked to existing open or historic tickets? I have found that if I delete a request type it reverts any tickets associated with that to a default…
Hi I am just seeking some advice. We have just recently installed WebHelpdesk and have been using it for email submission only. We are currently in review of how the web submit works and how our management would like it to appear. We are going to have to change our request types including the very top Parent Type that…
Curious what the best practice is for deleting old techs & request types. Currently we have a few Techs in the system marked as inactive that are no longer with the company. If we delete these, will we lose the ability to search for tickets they completed? What will old tickets that they were assigned look like? Basically…
I’m working on a new deployment of WHD and I’m trying to find the “best practice” for how to correctly route tickets. The org has multiple locations with multiple layers of staff (technicians, helpdesk, networking et. al). We are not going to be assigning directly to a Tech by hand. But all ticket will be assigned to a…
When I was putting together serveral Request types I realized that the one to one relationship between Request Type and Location Group was causing me to do a lot of extra work. There were several times when more that one location group shared a request type. Since there is already an ability to select several locations for…
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