allon

Thanks for the info. much appreciated. 

I also want to know about holidays as lsimpson does. This should be an obvious addition as we are also Mon-Fri and do not want holidays counting toward metrics. Any updates on this??

Ya i worked on that but they were hoping for a clickable link to open a document person would fill it out digitally sign and it would attach to the ticket and then it could be opened up and digitally signed by the repair room once it is done. This is so everything is electronic and has signatures. 

question since we as a tech would have to know company since it does not show up when the client sees his profile is there a way to create a custom field that is linked with company and would automatically fill it? Example I set the company label to be city and make a custom field for clients that is city with a drop down…

THANK YOU THANK YOU Kellytice. I really appreciate the help as this will go a long way to making it easier for clients. 

Thanks for the information. I really appreciate it. will put in a feature request.

that might work question Did you fill out the the form xxxx? YES or NO and make it required Might test that and see if that helps. Thanks!!!!!

I have only locations and Departments. Is there a way to change the name of locations and departments and where did you make it so it only shows locations based on dept choice? We are on 12.3 so is this something in 12.4 or 12.5?

we would like the ticket get assigned to the person that closes the ticked is assigned the ticket. is that possible?

Looking to grab custom fields from clients not tickets. Is it possible to pull the custom fields from a client and place that information in an email template? This would be very helpful for our organization as we need to display a persons rank/title so that we can properly address the users. Thank you.

We want to credit the person so that if they close the ticket it will be assigned to them. I know it tracks in status thanks but is there a rule or a way to get the ticket to assign to the person that closes it. 

Thanks for the quick response. Appreciate it.

Yes the main question being can you require an attachment for a request and you answered NO. Have other people asked about this? We did do as you suggested put in request details and on FAQ but we were hoping to require it on the request itself. Thanks for the quick response.

Thanks again.

Do you mean the display order? I tried this also. I think I am missing something...

Also want to move from 12.5.2 - Build #12.5.2.84 to current version. Waited due to issues. Also looking for enhancements to Asset manager. We are starting to use it more and more .

thanks Comtcjm but it escalates within that tech group. We want to be able to send to a different tech group without changing the request type.

Thank You!!. Appreciate the help.

We are trying to set baselines and identity trends in tickets, but it is inhibited by the way time to completion is currently tracked. Let's say a customer opens a ticket, it gets assigned to tech 1, who takes 10 hours to get to it, then forwards it to Tech 2 who closes it in 2 hours. Metrics will show that Tech 2 took 12…

What features does Web Help desk have to help with Project Management?