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We currently have over 300 techs spanning 10 locations and approximately 150+ tech groups. It becomes a panful exercise to manage with the amount of scrolling involved. Current install is 12.8.3 - Build #12.8.3.2944-HF2 A few suggestions On the General->License Tab 1. Ability to manage/view licenses by Location or Location…
Currently, the options are to choose a Tech or a Tech Group. I would like to have an option to display ALL Tech Groups or ALL Techs on the Calendar!
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.
Good Mourning. WebHelpDesk has the option to limit Tickets and Assets through technician permissions. However, we do not need to filter the tickets. Is there a way to only be able to limit the Assets by Location or Tech Group? Thanks for ur support.
Does anyone have a way to create a report of Tech Groups and Level memberships? I've been copying from the screen and pasting into Excel, which requires a lot of cleanup - thinking there must be a better way. Thanks in advance! -Vicki
Currently when a checklist is shared it gets shared with all techs. There should be a way to share with a limited number of techs say possibly by tech group. Example maybe you have a checklist for decommissioning a network switch only your two network techs should be able to use that checklist vs all 30 techs in your…
Currently, Client Admins receive all notifications for their respective Location(s). We would like to be able to exclude Client Admins from notifications for specific Tech Groups. Adding 'Client Admin' as a selection option to the 'Default Selected Email Recipients' within Tech Group Levels should easily achieve this.
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…
I have a tech that needs to support all locations for one request type and only 1 location for others. Is this possible?
I have setup WebHelpdesk with a single tech group which was fine Now web helpdesk has grown and another department within my organisation would like to use the suite however has a different set of SLA's / Priorities to meet. Does anyone know how to apply different priorities and therefore SLA's to a different tech group?…
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