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Hi Team, I'm noticing emails are not delivered to the tech when a ticket is reassigned to another tech. I tried this on both 12.7.10-HF1 and 12.7.12-HF1. Any suggestion? It should appear like this below screenshot when a ticket is reassigned.
Hello We are trying to achieve the below task: Any ticket that comes in to the unassigned queue gets assigned in a round robin manner as per the support agents status in the service desk. For example There are 3 agents: Agent 1 Agent 2 Agent 3 Ticket comes in and gets assigned to Agent 1 and then the next ticket comes in…
Would like to have the option to reassign a ticket to a tech group rather than directly to a technician. The only way to do this presently is to change the Request Type, but we track issues based on the submitted Request Type and changing the request type will cause us to lose that information.
Many times our Techs, while working on a ticket will have some other Tech "parachute in" and either take the ticket or add updates to the ticket that muddy the waters/confuse the client. I think it would be useful to lockdown a ticket once it has been assigned to the Tech, then changes to the ticket can only be made by the…
We've recently had an issue where our Technology Director has been getting assigned many of our tickets without having changed anything in our setup. When I look at the setup, our Director is set as the Lead Tech in many of the areas, but that's been the case since we first set this up many years ago. The way things had…
Greetings, total noob here starting out with WHD (Build #12.6.0.738) Our company has support contracts with external service providers and we need to assign tickets to them when issues arise that only they can resolve. For the life of me we can see only one way of doing this, and that's by creating a set of custom fields,…
Good morning, I have been through some previous questions and answers and I am not sure I have gained the answer I need. I have tried a few of the solutions,but again, the results did not match the requirement. Background: Our 1st Line team will reasign tickets to other teams (2nd, 3rd Line, Applications etc.). They will…
We have an issue where a Tech is working on a ticket, then mid-stream another tech hops on it, disrupting the continuity of support to the staff who has created the ticket. Is there anyway to lock all other techs (except perhaps group manager) out of ticket except the assigned Tech, after it has been assigned. Thanks for…
Hi, I have a Web Help Desk Environment. I have created some tech and some clients. For example, i have a network tech group and it is assigned to a Router Request Type. I enable A-Level tech as the option for Auto Assign ticket. But if a client create a ticket with this request type of Router, Web Help Desk is not routing…
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