amyd

You should set up a client admin role, you can find it in the clients section under settings give it a name and decide the types of case they can create tickets for. Then go to the client icon and find the teacher you want to have the rights and select the role you just created in the client admin role You will also need…

I‌nstead of having one entry in there you put an entry in for each ou you that you want to add so for example if you have five OU's listed underneath there then you put five entries in and you just don't put in the terminated one

I am not sure if you can have information from a child ticket go to a parent ticket. but you can have it go from the parent to the child. Not sure if you know how to do this, but I will share what I have learned You can't use a quick ticket to start the process otherwise the data doesn't flow from the parent to the child…

What option do you turn on to make this visible and where can you see it?

Does anyone remember the following? I thought in a previous version when you navigated to the FAQ section from within a ticket the system recognized the request type in the ticket and only showed you those FAQs that were related. it doesn't seem to work like that any more and when I called to ask tech support they looked…

So Far changing the threshold seems to have made the biggest difference.

Yes you can limit the technicians from seeing others tickets, you need to create a tech group and assign he request types that they can see then check mark the box in the tech permissions that says "limit to assigned tech groups". In our company I created 2 tech groups and 2 tech permission so some of my techs can see all…

You should use a semi colon

If you go into settings\techs\tech groups, then select the group and go into the tech group levels and edit it you can set the "auto assign to" to NONE and then set the force email notification to "level techs"

Resolved sends an email to the requester and waits for them to reply to confirm the issue has been taken care of. it will close if they say YES it has been

if you go into the settings\techs\tech groups then select the group and go to the tech group levels tab you can change the option that says "force email notification to" to level techs

Can you clarify what you mean by default request type. In your picture there is nothing defaulted. If you look at the attachments you can see that I have customized the fields shown by the request type chosen, this is my default this one has several customized fields that are required and instructions This one has a…

You probably need to set the person up with a client admin role first to give them the ability to enter tickets on be half of someone else. Note that all clients have to have the same location for this to work. I assumed that the person who enters tickets is not a tech and thus uses the portal, you must create the role in…

Have you purchased licenses for them? If so have you applied the license? the license should be applied in setup\general\license then you need to create the techs in the setup\techs\techs section and make them active

I am not sure about forcing a log off but you can go to setup\tickets\options and check mark the allow or warn box instead of block on the option called "when an attempt is made to edit a ticket already being edited in another session"

you need to click on the gear then you will see download to TSV

I find that an email is sent to a tech when you press save if the ticket is brand new and has never been saved before. If the tech is the creator and the assigned tech you can turn off the email notification when pressing save if the tech goes into settings and my account and then unchecks the option that says I am…

WHD has the ability for you to identify an asset as reservable and then you can check it in and out. if you go to the Asset section there are 3 sections under it search assets, purchase orders and Reservations.