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Dear All Our WHD Database size is increased more than 200 GB, and we need to delete old ticket. 1. Is there any option for retention on tickets? If we delete ticket from GUI, it marks as deleted in job_ticket table, but records are not deleted from DB. 2. Can we delete old tickets from DB directly? 3. Can I have DB tables…
Does anyone know if there is a certain number of places when setting up an action rules in a ticket request? I have attempted adding more questions to answer on our HR tickets, but they do not show up after adding. What am I doing wrong? Any help would be appreciated.
Is there a task/action rule that will allow the child ticket when closed change the status of a parent ticket? Trying to increase the automated functionality of the parent/child relationship. Thanks for the help.
Recently I was testing a process for our techs to prevent an automated action rule from running when the tech selected a particular single-choice value in a Ticket Custom Field. Ultimately I found this process not to be ideal, so I deleted the Ticket Custom Field. When I went to the Action Rule I had applied the Ticket…
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 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.
We are running WHD version 12.5. I would like to know how to set up so that jobs that happen on a regular time frame have a ticket automatically entered into WHD? I looked through the documentation and may have just not looked in the correct place. I would think this would be a common type of thing to want to do and the…
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…
Does anyone know if there will be a hotfix released for this issue? In release 12.4.2. if you have a checkbox field when the user chooses multiple choices it breaks the Action rule, since the Action rule setting for that fields only looks for value equal to one choice. If you have multiple choices it saves it as multiple…
I would like a feature where the Admin can setup system prompts for the technician. for instance. I am having an issue where the technicians will not accept the ticket but they will put notes on the ticket. Web Helpdesk allows this to happen. I have not found where I can make that field required. Now, I have to figure out…
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