The most recent content from our members.
As a group, we need to stay active in our use of the Web Help Desk Feature Request Area of THWACK. Recently I read the following idea that was posted about a month ago, only to discover there had been no less than 6 other posts over several years, requesting to have a feature implemented:…
What I'm trying to achieve here is the following: Tickets for departing staff that are logged into WHD and have a future dated departure date go into a pending departure status. Then an action rule to change that status to Open once the departure date (custom field) comes within the next 5 days. The problem I'm having is…
During rule creation I often use the action: Add User-Defined Group Element. It is helpful for me to keep a simple catalog of some events you need to keep track of, e.g: enabled users, installed software, unathorized USBs etc... But this action only has a single field to populate I suggest an improvement where you may add…
Greetings! This is my first post in the Thwack community, and I am looking for a way to take data entered from a ticket and use that data to specify the due date or scheduled date on the ticket. In other words, I want the calendar in WHD to reflect the dates selected by the user when they submit this ticket. The ticket is…
Has anyone come across this before? Looking at the history of a ticket you can see the box and when you hover over it, it shows the list of "Other matching Action Rules" but then none of those rules were actually run. -Joe
When an action rule evaluates true on a ticket I'm getting: There was a problem saving ticket 11759: java.lang.IllegalStateException: rowDiffsForAttributes: snapshot in com.webobjects.eoaccess.EODatabaseOperation {_dbSnapshot = {}; _entity = "TicketBulkAction"; _newRow = {assignCurrentTech =…
I have an action rule to change the request type for certain email reports. Once the request type is changed/updated the ticket does not get assigned to the proper tech for that group. So based on ticket history, here's what happens: * Email arrives in WHD and is classified as 'Email Report' * WHD assigns to 'Email Report'…
Recently, there has been some discussion about the need to create child tickets on demand in Web Help Desk. This request has been possible in Web Help Desk since Action Rules and Tasks were introduced as a feature way back in version 9 or 10. With the Link to Parent option in version 12; we have even more flexibility. To…
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