The most recent content from our members.
Hello all I'm trying to automate some tasks and there is one action rule that I keep having issues with when paired with a Quick Ticket. I want to use a quick ticket for termination that generates 1 or 2 child tickets depending on what Custom Fields are selected. There is one field that is always selected and a second one…
_I like an option in ACTIONS RULES to send out an email alert in a specific time frame eg to an on-call technician after hours when a new ticket arrives. Time frame settings could be handy in ACTION RULES for other situations as well, see case Case #535154
I am trying to create an action rule that would trigger an email to the client when an issue is resolved. (Specifically when there was a charge and it would attach the invoice). I found that the recipient field must be a static email address. It would be very helpful if we could use the attribute tags listed. Specifically:…
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…
It would be nice to expand the number of Tag's available in the Ticket Action Rules to include more client and asset information. What I would like to achieve is to automate my Hardware Warranty job logging by including all the relevant information such as client, Asset model, serial number etc and ticket fields into an…
Currently (12.3.0) when using an Orion Service as one of the criteria the only comparison operators available are "Contains" and "Is Equal To" The operators for "Is", "Is Not", "Is Any Of" and "is blank" found on the WHD properties should be added here.
Basically I would like to setup my ticketing system in WHD so that when a ticket that requires approval changes to "Approved" it triggers an email to a tech (not the assigned tech or client) but just an FYI, like I have Action Rules setup but they are triggered on creation rather than a specific ticket update.
Add the below options for Custom Field conditions: Is Not Is Any Of Is Not Any Of Is Blank
I would love for a "No response" or "no update" option in the criteria drop down box when creating an action rule. I'm trying to add an action rule that will trigger after so many days have passed that the ticket hasn't been updated by the client. I know that priority types have this feature but it only works to send the…
Hey, I am relatively new to WHD and I manage a small IT team that works M-F, 9-5 as biz hours; but is on a rotating 'on call' schedule on the weekends. We are working on our ticket routing and escalation processes, and I was wondering if anyone out there had any best practices for alerts and action rules and the like?…
It looks like you're new here. Sign in or register to get started.