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AD has a field where you can specify a users manager. The ability to dynamically get this information at ticket creation time for use in approval process would be very useful. Edit: This could also be useful to link with Example user requests access to a network resource. The users manager could be sent an approve/deny for…
While using an action rule it is possible to send an email. In the send email form, several variables exist that can be used in the subject line and body of the email. Please add the ability to use these variables in the recipient field, too. We have a need to send an email to the assigned technician, but multiple possible…
I'm trying to find a way to send email instructions separate from the ticket notes when certain criteria are met. request type = x status type = y custom field criteria = z I don't see any place in action rules or tasks to send an email to the client. I see how to assign a client and send an email, but not to simply alert…
I'm trying to create an action rule so that when a Tech sends an email to the Client of an "Open" ticket that the Tech is automatically assigned to that ticket. This is because when a Tech does this they are effectively taking responsibility of the ticket and therefore should be assigned to it automatically. However, this…
I'm trying to disable editing on certain fields in an IT Change Request ticket after it's been approved. Can anyone assist me with this? I tried looking into creating an action rule and task, but I just don't see how to accomplish this. The fields I want to lock down are all custom fields in the ticket.
I would like to be able to use the completion of approvals as a criteria for an action rule so that, in this case, the ticket status could be set to close when all approvals are completed.
Hi all, We have a request type that gets created by an action rule. We want the newly created ticket to be escalated and assigned to a level 2 tech. Is there a way to do this? I see that a rule can be created to assign the tech, but I don't see an option for tech group level. Thanks
Currently in the Date/Time custom field options there is no way to choose a minimum amount of days out. For example if I have a specific request type where we do not want users to submit a ticket for an event setup happening in less than 48 hours when they load the date picker they are unable to pick today or the next two…
In the Criteria for an Action Rule there is no Condition for the current Alert Level. Now when an alert is met emails can be sent from WHD. These emails show up in the ticket history as System created. It would be nice if a ticket reached a certain level that an automated escalation process could take place. An example:…
I'm trying to make an Action Rule against a Text based Custom Field. I want this to trigger when at least 1 alpha-numeric character is entered into the field (field ≠ null). Initially this seems incredibly limited by only having "contains" and "equal to" as options for the rule. However, if I set it the Rule to "contains"…
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