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I hope this is a "me" problem, because I can't imagine that the email template function is broken. The currently selected Request Types for any given email template are no longer listed, so when I try updating the template itself, it won't let me save...because I haven't selected any Request Types. But you see, I already…
Are there any performance implications from having lots of archived ticket request types? Should they be deleted? Should the associated tickets be deleted after the request type is deleted? We are working on cleaning up and reorganizing our Web Help Desk ticket request structure and will have lots of request types getting…
Upgraded to Version 12.7.4 and now all service request types are out of order. I manage 2 environments, this occurred in both environments after the upgrade. Has anyone else experienced this and how can i resolve it?
Hello, I am trying to make it so that my basic client role can only view curtain tickets while other clients can view more. I cannot seem to figure this out with my current set up without handing out a lot of licenses. I know that the client admin role has a few capabilites with it and thought that I might be able to…
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'…
Currently when viewing request types in Setup --> Tickets --> Request types there is no checkbox to show/hide archived ticket types from the view. This could be made a permission for tech groups.. If you have a large amount of request types and you have been using the system a while you may have a large number of archived…
We are looking for a way of restricting request types to only be accessible, or permitted, to only department managers. I'd assume they would be highlighted as client admins, though I'm open to any suggestions. Currently I'm looking at using locations, and creating a "location" for each group of department managers, then…
I have set several Tickets > Request Types > Default Priority, but when I assign (Categorize) the ticket with the Request Type, the Priority is not 'obeyed'. I have the following Priorities: Immediate, Today, Tomorrow, Week, None I have the Default Priority for Request Type Software > Schoology set for "Today" Yet when I…
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